Customer & Product Support Representative - Stockport, United Kingdom - House-on-the-Hill Software

Description

Background

House-on-the-Hill Software is in the business of developing, selling and supporting its own Service Desk software for numerous service environments ranging from IT support and Freedom of Information Requests.

The company has been in business since 1993 and continues to enjoy steady growth.

We wish to engage a new member of staff to co-ordinate and provide support for our customers.

The customer service representative is the front line of support for customers and helps to ensure that they are satisfied with products, services, and features.

Requisites

Applicants should be able to demonstrate an enthusiasm for working with a small team in an IT environment and be able to work from home or in the office as necessary.

This person also needs to show initiative and be willing to be flexible in their work as the demands of the business change.

Ability to travel for short periods is required. And a clean driving licence would be a benefit.

The applicant needs to maintain a positive, empathetic, and professional attitude toward customers, but at the same time appreciate that some requests are beyond what is included as part of the support service and be able to inform the customer tactfully.

Roles

First Line support

• Log support tickets using the HotH customer support portal
• Triage support tickets, differentiating between issues and requests
• Assign and prioritise tickets
• Provide first line support
• Gain a deep understanding of the HotH product to be able to answer questions

And subsequently

• Be mindful of and suggest improvements to the support service
• Review and suggest improvements to the on-line product documentation
• Assist with product tenders for prospective clients
• Consultancy sessions with clients

Training

The support representative will be trained to understand the HotH Service Desk software in order to be able to appreciate the product and its scope, and to support clients.

This will be provided in house and while on the job.

External courses will be provided to enable the applicant to become proficient in other tasks; such as training on industry standards.

Career Development

House-on-the-Hill can offer a broad spread of experience; learning from other experts in house, on site or via professional training programs.

Salary:
£20,000.00-£24,000.00 per year


Schedule:

• 8 hour shift

Ability to commute/relocate:

• Stockport, SK6 6AF: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (required)

Experience:

- customer service: 1 year (preferred)

Work Location:
Hybrid remote in Stockport, SK6 6AF


Reference ID:
HotH-Support-0001