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Hereford

    Support Engineer - Hereford, United Kingdom - Universal Business Team

    Universal Business Team
    Universal Business Team Hereford, United Kingdom

    10 hours ago

    Default job background
    Full time Customer Service / Support
    Description
    Description

    We are currently seeking an experienced 1st Line Technical Support Advisor to join an extremely reputable, family-run SME based in Hereford. As a 1st Line Technical Support Advisor, your primary responsibility is to provide prompt and efficient technical support to customers or end-users. You will be the first point of contact for customers and Engineers seeking assistance with technical issues or inquiries, and you will play a crucial role in ensuring customer satisfaction and problem resolution.

    Key Duties and Responsibilities...

    • Providing 1st line technical support for the existing products, respond to customer and Engineers inquiries, troubleshoot technical issues, and provide appropriate solutions in a timely manner
    • Use diagnostic tools and knowledge bases to guide customers through step-by-step resolutions
    • Maintain accurate and detailed documentation of customer interactions
    • Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions
    • Assist customers and Engineers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed
    • Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency
    Requirements
    • Proven experience in a customer support role, preferably in a technical or support environment
    • Proficiency in troubleshooting technical challenges and providing clear instructions to technical and nontechnical customers
    • Excellent communication skills, both verbal and written
    • Strong customer service orientation, with a focus on delivering a positive customer experience
    • Effective problem-solving and analytical skills to identify and resolve technical issues efficiently
    • Ability to multitask, prioritize tasks, and work well under pressure in a fast-paced environment
    Benefits
    • Salary: up to £40,000
    • 25 days annual leave (Exc. Bank Holidays, 33 in total)
    • Additional day annual leave for your birthday
    • Full training provided
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