1st Line Customer Service Administrator

Reference Number: J11269
Salary: £19,000
Location: Windsor
Contract Type: Permanent

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1ST LINE CUSTOMER SERVICE ADMINISTRATOR

Reporting to the Technical Service Manager, you will assist in providing first line technical support to customers. The successful candidate will require an aptitude for working within the Technical Service Department, to undertake analysis, diagnosis and resolution of problems.

DUTIES AND RESPONSIBILITIES:

  • To be the first point of contact (telephone/email) representing the business
  • Answer help desk support calls in a timely and professional manner
  • Ownership of the Technical Service mailbox, sending and responding to emails
  • Register and classify received enquiries and to undertake an immediate effort in order to resolve any concerns as quickly as possible
  • If no ad-hoc solution can be achieved, 1st support will transfer the enquiries to expert technical support groups (2nd Level Support)
  • Record and forward service requests to the Technical Service Coordinator and keep users informed about status at agreed intervals
  • Liaising with clients throughout the lifecycle of the service ticket
  • Ensure high first time fix rate
  • Prioritise and manage multiple tasks
  • Ensure that any technical issues reported by a customer are escalated efficiently
  • Complete any given relevant technical service’s administration tasks promptly and accurately

PROFILE CHARACTERISTICS AND COMPETENCIES:

  • Have experience in a helpdesk or technical support environment
  • A confident approach to customer service
  • Able to work on own initiative with a pro-active approach and work to deadlines
  • Ability to work as part of a team and contribute effectively
  • Excellent email-writing skills, telephone manner and professional attitude
  • IT literate – able to use the Microsoft Office Suite
  • Identify / create processes and deliver improvement

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To find out more about this vacancy please call 01628 627 222