Concept Resourcing are recruiting for a Technical Support Consultant to join a growing Customer Support Department in Manchester.
You will be working in a team-based environment on the Service Desk, providing first line support to client users
Your main responsibilities will be providing 1st time responses and fixes where possible, routing to 3rd party supplier, triaging and escalating tickets to 2nd line when required.
A broad technical knowledge is required ideally with Retail/EPOS/POS solution experience, as is previous Support experience.
You will be forward thinking, customer focused and self-motivated with the drive to improve all support services and the user experience.
- Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the centre of everything you do.
- Demonstrate strong organisational skills and be accountable for your daily workload
- Demonstrate a systematic, disciplined, and analytical approach
- Be customer focused and enthusiastic in ensuring that colleagues receive a high quality of service
The key objectives
- Responsibility for being the first point of contact on the Service Desk and provide efficient first line support to customer
- Responsibility for updating company call logging systems
- To ensure that Team Lead are kept informed of progress and are told of major problems and/or issues in a timely manner
- Updating the knowledge base
- To work within SLA and KPI targets to agreed priorities.
What are we looking for?
- Excellent troubleshooting and problem-solving skills
- 1-3 years’ experience in 1st/2nd line support
- Experience with supporting customers over the phone
- Experience in Support Retail IT /POS solutions
- Experience of ticket management.
- Be passionate about Customer Service
What’s on Offer?
- Working mix of office and home working
- Working shift rota (M-Fr 08:00-18:00/weekend 08:00-18:00) *some variation may apply
- Any 5 from 7 rota basis, flexibility required
- Up to £22,000 starting salary DOE – Plus Bonus
- Company benefits