Technical Support
Hours: Monday - Friday (9 am-5 pm). Hybrid working located in Bracknell
We are iHasco. We are a leading Health and Safety and HR Compliance eLearning provider. We focus on creativity, quality, and most of all simplicity. Having delivered over 15 million training sessions across the last 15 years, our company continues to grow at an unprecedented pace creating an exciting opportunity to join our Production team.
Our values are what we stand for and what matters is how treat each other and our clients. We make it happen, we never settle, we choose right, and we are always smart with heart. We are ready for anything.
About you:
- Strong team player with a collaborative approach
- Multi-tasker with an ability to prioritise workload and problem-solve
- Comfortable working with ambiguity and a commitment to gaining a full understanding of client situations
- Methodical approach to problem-solving and ability to use own initiative
- Results/customer satisfaction driven
- Discretion with confidential client information
- Help with the set up of equipment and workstations for New Starters
- Proficient in Microsoft Excel and Word is essential
- Excellent communication skills - presentation, written and verbal are essential with both short-form (emails/chats) and long-form (documentation)
We are a fun and vibrant team who work hard, love what we do, and aim to make a genuine difference to the businesses we serve... and we're looking for someone who embodies these values too!
Main responsibilities and skills:
- Previous 2nd or 3rd-line customer support experience within a technical industry,
- Act as 2nd and 3rd line support - Provide professional technical support to iHASCO clients via phone, LiveChat and email updates and clearly communicating the outcome to clients and their iHASCO Account Manager or Customer Success Manager
- Understanding, Investigating and resolving technical requirements/ issues concerning client's accounts, learners training or company software infrastructure
- Act as technical advisor on prospect calls supporting New Business colleagues
- Provide guidance to customers how to use SCORM files
- Meeting obligations of Service Level Agreements between iHASCO and its customers
- Maintain a comprehensive and up-to-date understanding of the functionality and processes of iHASCO systems in order to work efficiently and provide customers with solutions
- Providing cross-functional feedback and insights to the teams on ways to better serve our customers and improve our product offering
- Maintaining and improving our Knowledge Base content
- Becoming an expert in the iHASCO product and helping others to do the same
- Complete any reasonable ad-hoc requests as may be required on occasion
Desirable:
- Being familiar with creating screen recordings and voiceovers to demonstrate technical iHASCO product features for existing clients
- Previous experience working with Freshdesk
- SalesForce working knowledge
Most importantly you are looking to join a growing, highly successful company where you can continue to grow, develop and thrive with us. Somewhere fun, professional and supportive where you get to chance to shine every day.
What you get from us
A generous salary package along with your birthday off (in addition to a generous annual leave and bank holiday entitlement), pension scheme, wellbeing support, health cash plan, recognition and incentives, and continuous learning and development.
Coming to work should never be a chore so we, and you, create an environment where you can be at your best. You will be surrounded by great people who care about what we do and have a true sense of purpose. We will continually stretch and grow you - you will never clock watch with us. We will trust you and care about you. We will share our business strategy and there will be opportunities for you to grow your career with us. If you are still reading this, it says our culture is for you.
Apply now. Come join us.
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