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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve client issues efficiently.
- Company: Dynamic tech company based in London, fostering a collaborative environment.
- Benefits: Competitive pay, hands-on experience, and opportunities for growth.
- Why this job: Join a team where your problem-solving skills make a real difference.
- Qualifications: Strong communication skills and a knack for troubleshooting.
- Other info: Exciting contract role with potential for long-term opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Location: London, UK
Duration: 6+ Months Contract (rolling contract)
Work Mode: Onsite
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Responsibilities
- Support process by managing transactions as per required quality standards.
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Update own availability in the RAVE system to ensure productivity of the process.
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
- Follow standard processes and procedures to resolve all client queries.
- Resolve client queries as per the SLAs defined in the contract.
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
- Document and analyze call logs to spot most occurring trends to prevent future problems.
- Maintain and update self-help documents for customers to speed up resolution time.
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
- Ensure all product information and disclosures are given to clients before and after the call/email requests.
- Avoid legal challenges by complying with service agreements.
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
- Assist clients with navigating around product menus and facilitate better understanding of product features.
- Troubleshoot all client queries in a user-friendly, courteous and professional manner.
- Maintain logs and records of all customer queries as per the standard procedures and guidelines.
- Accurately process and record all incoming call and email using the designated tracking software.
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.
- Build capability to ensure operational excellence and maintain superior customer service levels.
Technical Support Engineer in England employer: Axiom Software Solutions Limited
Contact Detail:
Axiom Software Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer in England
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Technical Support Engineer role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews! Research common technical support scenarios and practice your responses. We want you to be ready to showcase your problem-solving skills and customer service prowess when it counts.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly can sometimes give you an edge over other candidates. So, what are you waiting for? Get your application in!
We think you need these skills to ace Technical Support Engineer in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Engineer role. Highlight relevant experience and skills that match the job description, like troubleshooting and customer service. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about technical support and how your background makes you a great fit for us. Keep it concise but engaging – we love a good story!
Showcase Your Problem-Solving Skills: In your application, don’t forget to showcase your problem-solving skills. Share specific examples of how you've resolved client issues in the past. We’re all about effective solutions here at StudySmarter!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Axiom Software Solutions Limited
✨Know Your Tech Inside Out
Make sure you’re familiar with the technical aspects of the role. Brush up on common troubleshooting techniques and product details that are relevant to the company. This will not only help you answer questions confidently but also show your genuine interest in the position.
✨Practice Active Listening
During the interview, listen carefully to the questions being asked. This will help you provide more accurate and relevant answers. It’s also a great way to demonstrate your communication skills, which are crucial for a Technical Support Engineer.
✨Prepare Real-Life Scenarios
Think of specific examples from your past experiences where you successfully resolved client issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will showcase your problem-solving abilities and how you handle pressure.
✨Showcase Your Customer Service Skills
Since this role involves direct interaction with clients, be ready to discuss how you’ve provided excellent customer service in the past. Highlight your ability to remain calm under pressure and your commitment to resolving issues efficiently while keeping the customer informed.
