Jobs

    Customer Support Technician - Swindon, United Kingdom - Best Selection

    Best Selection
    Best Selection Swindon, United Kingdom

    Found in: Click to Hired UK C2 - 1 week ago

    Default job background
    Permanent, Full time
    Description

    Position:
    Customer Support Technician

    Our consumer electronics industry client is seeking an experienced Customer Support Technician.

    . The ideal candidate will have a strong background in IT support, excellent communication skills, and a passion for assisting customers. The role involves providing technical assistance to customers, resolving issues promptly, and ensuring a positive customer experience.


    Key Responsibilities:

    • Provide technical support to customers via various channels, including face-to-face interactions, phone calls, and online communication platforms.
    • Utilize CRM systems, specifically Salesforce, for case logging, tracking, and resolution.
    • Conduct product training sessions for customers to enhance their understanding and proficiency in using our software.
    • Perform software testing to identify bugs, glitches, and potential improvements before product release
    • Troubleshoot hardware and software issues, diagnose problems, and implement effective solutions.
    • Guide customers through the resolution process, ensuring clear communication and understanding.
    • Document all customer interactions, technical issues, and resolutions accurately and comprehensively within the CRM system.
    • Collaborate with other team members to escalate complex issues and ensure timely resolution.
    • Maintain a high level of professionalism and customer service at all times.
    • Keep up-to-date with product knowledge, technology trends, and best practices in customer support.
    • Assist in creating and updating support documentation, manuals, and knowledge base articles.

    Requirements:

    • Proven experience in IT support or a related field.
    • Strong technical aptitude with expertise in Windows operating systems.
    • Experience using CRM systems, particularly Salesforce, for case logging and management.
    • Excellent communication skills, both verbal and written.
    • Ability to interact confidently and effectively with customers of all technical levels.
    • Demonstrated patience, empathy, and professionalism when dealing with customers.
    • Ability to troubleshoot and resolve technical issues independently.
    • Experience in documenting technical processes and procedures.
    • Flexibility to work in a dynamic and fast-paced environment
    Desirable Experience


    • Prior experience conducting product training sessions for staff or customers is preferred.
    • Familiarity with software testing methodologies and tools.
    • Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional
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