Technical Support Advisor - Sheffield, United Kingdom - Tes Global

Tes Global

Verified Company

Sheffield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Role overview:

Processing queries for our customer base.

Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.

Key to this role is ensuring we meet agreed SLA's.
This role will be varied and cover a range of tasks.

Key Responsibilities:

Effectively handle, manage, resolve and log customer contacts received through a range of customer support channels in a timely and professional manner with a drive for first contact resolution.
Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
Take ownership, managing, investigating, resolving and logging customer contacts and enquiries
Meet all SLAs and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies
Provide technical support and assistance to customers throughout their contract lifetime.
Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
Work effectively as a team and also autonomously
Support customers with help requests, technical issues, complaints, suggestions and praise received through a range of customer support channels
Be able to communicate effectively and listen to a customer's specific situation and needs
Have strong, up to date product knowledge across the Tes brands in order to advise and add value to customers experience and encourage engagement
Follow escalation procedures for technical and product development issues, liaising with internal and external partners
Assist other areas of the Operations department when necessary due to demand

What will you need to succeed?

Management of customer complaints.
Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly
Collaborative approach and the ability to build internal relationships both within the team and the wider business
Ability to take initiative, be selfmotivating, act proactively
Working within a multi skilled environment
Have a very positive work attitude including flexibility and willingness to work
Initiative and ability to make informed decisions within the remit of their role