Technical Support Agent - North Shields, United Kingdom - Jackson Hogg

Jackson Hogg
Jackson Hogg
Verified Company
North Shields, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Jackson Hogg are delighted to be supporting our client with the appointment of Technical & Digital Support Lead on a permanent basis due to internal promotion and long-term success.


This is a fantastic opportunity to be part of a rapid growing company within a market-leading business that boasts an exceptionally low staff turn over rate, excellent benefits such as remote/ flexible working and career progression and the opportunity to work within a company whose aim is to safeguard client information and security.


Reporting to the Head of Services, is responsible for all the outreach and engagement with new customers, to onboard users to the software platform with the aim of maximising software usage by the client and support them in keeping their information safe and secure.

Maintain the technical guides making them user friendly and jargon free. Manage and triage bugs and customer feedback to the technical team.

  • Manage the document centre to ensure it is a remarkable, living document, firmly embedded in the company culture
  • User onboarding, product adoption and customer retention via personalized inapp experiences
  • Design, create and publish video tutorials to support the company's vision of a low touch, selfservice model
  • Encourage, collect and analyse customer insight (behavior, feedback, contact) to drive improvements and inform decision making
  • Identify and champion feature enhancements and platform bugs, providing solutions, implementing fixes and resolving technical issues
  • Carry out changes to our software that don't require code
  • Configure and maintain Zendesk to optimise productivity, processes and data
  • Provide ownership and responsibility for endtoend management of incidents across the customer infrastructure
  • Provide high quality customer service to internal and external customers with focus on education and first contact resolution

Skills Required:


  • Driven, selfmotivated, natural leader with focus on innovation, efficiency, ownership and quality
  • Passionate about customer service and continuous service improvement
  • Confident decision maker with strong concern for accuracy
  • Methodical and logical, an excellent problem solver
  • Technical/User Guide management experience including written and stepbystep video tutorials
  • Information security understanding & knowledge of information security standards, e.g. ISO 27001

Benefit Package:
Competitive salary

  • 25 days annual leave
  • Bank holidays
  • Pension scheme
  • Flexible working
  • Discretionary performance bonus

Job Types:
Full-time, Permanent


Salary:
£25,000.00-£40,000.00 per year


Benefits:


  • Company events
  • Company pension
  • Flexitime
  • Work from home

Schedule:

  • Flexitime
  • Monday to Friday

Supplemental pay types:

  • Bonus scheme

Ability to commute/relocate:

  • North Shields: reliably commute or plan to relocate before starting work (required)

Experience:


  • Customer support: 1 year (required)

Work Location:
Hybrid remote in North Shields


Reference ID:
JHNLTDC001
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