A fantastic opportunity for an IT Support Technician to join an established, leading midlands-based technology company with exciting growth plans.
Benefits - remote working, up to £100 per month contribution to office costs, private healthcare, contributory pension, 23 days Annual leave + statutory Bank Holidays + birthday off
Must have the right to work in the UK without sponsorship.
Job & Department Summary
Delivery of the Support service is the first point of contact for customers regarding our client's products and is a critical component in ensuring their customers have a positive experience at all times.
The Support Team provides technical assistance for any issues that arise with their software. A modern cloud-native insurance pricing and policy administration system.
This includes troubleshooting problems, answering questions about features and functionality, and helping customers understand how to use the software.
Delivering in a fast-paced environment and performing tasks alone or as a part of a team, ensuring a positive customer experience at all times.
Each member of the team is an ambassador for the company, and they strive to offer the highest levels of customer service at all times.
Essential Functions
- To review details of the support ticket that a customer has logged on to the online support portal.
- Triage the ticket to ensure the customer has provided all necessary information in order to understand the nature of the problem and how to recreate the issue.
- Assess the importance of the ticket and amend the priority level and ticket type if necessary.
- Respond quickly and efficiently to support tickets in line with defined service levels, providing product and technical support.
- If you are unable to resolve tickets, escalate support tickets as appropriate and in order so that the customer is responded to within agreed timescales.
- Provide guidance to customers for training-related tickets where required.
- Record accurately and efficiently log relevant investigation notes using the online support portal, making sure that all recorded symptoms and the customer's desired outcomes are recorded to ensure ease of understanding of the ticket raised and to enable appropriate prioritisation allocation.
- Manage own and queue of cases, through investigation to resolution, working effectively and responsibly to ensure client satisfaction.
- Maintain ownership and be proactive in obtaining answers from colleagues, training materials and other sources in order to exhaust the investigation.
- Ensure customers are kept up-to-date with the progress of tickets.
- Assist with the creation of knowledge base documentation as requested.
- Assist with product-specific fixes or release testing as required.
- Work in a timely fashion to deadlines and expectations as set by the manager and schedule.
- Perform other duties as assigned by the immediate manager or management team.
Key Performance Outcomes
- Take responsibility for own learning and development, managing time appropriately to build knowledge of product and use, requesting any training requirements.
- Meeting internal and customer service levels.
- To work collaboratively within the team by supporting colleagues, giving advice, and assistance where sought, and communicating in an effective manner.
Required Skills & Experience
- Education: GCSE English and Mathematics grade C or equivalent. A Level or equivalent in IT or able to demonstrate competent working knowledge/experience of supporting bespoke browser-based applications/solutions.
- Experience: Ideally, 1 year minimum in a software support or customer service role - desirable, but not essential.
- Supporting insurance software.
- Knowledge of MS SQL (Writing and executing scripts, data updates/ inserts/deletion, joining tables and creating store procedures).
Technical / Functional Skills:
- Strong written and verbal communication skills.
- Ability to demonstrate experience in delivering a high level of customer service.
- Ability to demonstrate a high level of problem-solving capabilities and approach.
- Multi-tasking capabilities and ability to thrive in a fast-paced environment.
- Ability and desire to expand with changing marketplace and technology.
May also consider graduates with an interest or qualification in software.
Please apply today with an up-to-date CV.