Full Time | Up to £30,000 | Permanent | First & Second Line Support
Do you have a strong customer service background alongside a genuine interest in technology and problem solving?
An established technology business is looking for a Customer Support Agent to provide first and second-line support across a range of software, hardware, video and asset-tracking solutions.
You'll be the first point of contact for customers, helping diagnose technical problems, resolve queries and ensure they receive a professional and efficient service.
The Role
- Provide first and second-line technical support by phone and email.
- Diagnose software, hardware and product-related issues.
- Troubleshoot faults remotely and escalat*e more complex cases when required.
- Configure, programme and test tracking devices and associated equipment.
- Support customers with video footage retrieval and technical queries.
- Maintain customer accounts, devices and asset records.
- Record accurate ticket information and case notes.
- Identify recurring issues and suggest improvements to products and support processes.
Essential Requirements
- Previous customer service experience.
- Good technical aptitude and an interest in software and hardware.
- Confident troubleshooting problems using a logical, methodical approach.
- Strong telephone and email communication skills.
- Ability to explain technical information clearly to customers.
- Good IT skills, including Microsoft Office.
- Strong organisation and attention to detail.
Desirable
- Previous first or second-line technical support experience.
- Experience using CRM or ticketing systems such as HubSpot.
- Hardware fault-finding, repair or device configuration experience.
- Knowledge of video, telematics or asset-tracking technology.
- Understanding of GDPR when handling customer data.
If you're technically minded, enjoy solving problems and want a role where you can build both your customer service and technical support experience, we'd love to hear from you.
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Customer Support Agent in Pershore employer: Hewett Recruitment
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