At a Glance
- Tasks: Provide top-notch technical support to customers and solve issues remotely.
- Company: Join a dynamic team in a leading tech company focused on customer satisfaction.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Be part of a supportive team that values innovation and collaboration.
- Why this job: Make a real difference by helping customers resolve their tech problems efficiently.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 31500 - 38500 £ per year.
Main Activities
To initiate technical support calls with our customers, solving problems, resulting in a reduction of the number of visits required by field staff. Gather and provide technical knowledge from across the business and deliver professional levels of customer service.
Supervisory Responsibilities: None
Key Relationships: Customers, Depot management and other staff within the business
Key Objectives:
- Make calls to customers based on system-based reports, with the purpose of resolving technical service issues and reducing field-based service visits.
- Ensure customers’ expectations are dealt with in line with company values.
- Respond to and satisfactorily resolve issues, taking ownership and using resources to promote a positive company image.
- Obtain and use specialist knowledge enabling you to solve problems, advise and guide customers and provide instruction so that customers can self-help.
Main Activities
- Ensure customers are contacted within an agreed timescale to promote good service.
- Promote the use of email, web chat and video (YouTube) to contact customers with solutions.
- Identify common faults and add to existing database.
- Promote SharePoint page.
- Practice high quality telephone and customer service skills.
- Demonstrate an ability to define customer fault description and subsequently diagnose and resolve issues where possible.
- Use basic computer skills to investigate solutions, such as web searches, SharePoint, and manufacturer resources.
- Investigate future service work and be proactive in speeding up customer service calls by fault diagnoses.
- Analyse data on soft service calls to see if trends exist on potential product issues.
- Proactively develop good technical knowledge of all company products and understanding of potential faults.
- Ability to deal with Hughes own brand product and follow up with third party repair agents.
- Achieve company KPI figures to reduce call outs but increase success rate.
- Work as part of a team to generate new ideas.
- As required assist the soft service supervisor with the completion of other tasks to develop future systems to promote soft service.
- Maintain relationships with all areas of the company to ensure good relations.
Policy & Procedures:
- To be aware of and comply with Company policy/regulations relative to the care and protection of the Company’s cash, stock, premises, and equipment.
- To be aware of and comply with all current legislation/Company rules relative to the position.
- To be aware of and comply with all current legislation/company rules relative to the position, particularly with reference to the Health and Safety at Work Act and associated legislation.
- To ensure conformity with the Trades Descriptions Act and associated legislation.
- To ensure that the interests of the company are safeguarded from external threats and that the company is represented in the correct manner.
- To ensure compliance with all aspects of GDPR and follow company policies.
General Responsibilities
- Attend and complete relevant training and development to maintain the required level of competence for their position.
- Complete appraisal and review processes.
- Bring to the attention of your manager any matters relevant to the efficient and smooth operation of the business.
- Take appropriate care to safeguard company stock and assets.
- Undertake any other duties as may be required from time to time to ensure the efficient, flexible, and smooth operation of the trading unit and or Company.
- Engage with and maintain a healthy working environment, which builds a team ethos and is inclusive of all members of the team.
- All staff are required to understand and comply with all company policies and procedures.
Measures of Performance
- Efficient completion of all customer queries.
- Ability to meet deadlines.
- Due care and adherence to procedures and policies.
- Timely reporting of required data.
- Punctuality and Reliability.
- Personal appearance.
- Flexibility.
- Reviews and appraisals.
ID 354 - Refurb/Workshop - Technical Support Advisor in Ipswich employer: Hughes
As a Technical Support Advisor at our company, you will be part of a dynamic team that values innovation and customer satisfaction. We offer a supportive work culture that encourages professional growth through ongoing training and development opportunities, all while being located in a vibrant area that fosters collaboration and creativity. Join us to make a meaningful impact by resolving technical issues and enhancing customer experiences, all within a company that prioritises employee well-being and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land ID 354 - Refurb/Workshop - Technical Support Advisor in Ipswich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hughes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hughes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace ID 354 - Refurb/Workshop - Technical Support Advisor in Ipswich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hughes:Your cover letter is your chance to shine! Tell us why you want to work at Hughes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hughes!
How to prepare for a job interview at Hughes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
