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- Tasks: Provide top-notch technical support to clients via phone, email, and live chat.
- Company: Join iHasco, a leader in dynamic workplace eLearning solutions.
- Benefits: Enjoy 25 days holiday, birthday off, and private healthcare.
- Why this job: Be part of a friendly team making eLearning brilliantly simple for businesses.
- Qualifications: Experience in customer support and strong communication skills required.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
The predicted salary is between 24000 - 32000 £ per year.
Helpdesk Analyst Location: Bracknell – 3 days office, 2 days from home
Salary: £28,000 per annum + 2K bonus
We are iHasco - your trusted provider for workplace eLearning. Our mission is to make eLearning brilliantly simple, helping businesses move faster, stay safer and build teams that are ready for anything.
The role requires smart problem-solvers who are detail-oriented, experienced and motivated to provide excellent service to our Clients and your iHasco colleagues. You will handle customer issues over the phone as well as through tickets, email and live chat. Technical Support must be able to identify the issue by troubleshooting and testing with the customer and work with the Development Team as needed, to resolve any issues to our customer’s satisfaction.
You will have the opportunity to improve processes and customer experience by creating new knowledge about our product and providing your insights to fellow colleagues and the management team. We work in a very fast-paced environment so you will need to have good time management skills, be ready for challenges, be quick to learn and be proactive within the workplace. You will need to be meticulous, have a pleasant, helpful manner and be able to deliver first-class customer support to not only our clients but in-house staff too.
Responsibilities include:
- Act as 2nd and 3rd line support.
- Provide professional technical support to iHasco clients via phone, Live Chat, Freshdesk and email updates.
- Understanding, investigating and resolving technical requirements/issues concerning client’s accounts, learners training or company software infrastructure.
- Act as technical advisor on prospect calls supporting New Business colleagues.
- Provide guidance to customers on how to use SCORM files.
- Maintain a comprehensive and up-to-date understanding of the functionality and processes of iHasco systems.
- Providing cross-functional feedback and insights to the teams on ways to better serve our customers and improve our product offering.
- Become an expert in the iHasco product and helping others to do the same.
- Complete any reasonable ad-hoc requests as may be required on occasion.
About you:
- Strong team player with a collaborative approach.
- Multi-tasker with an ability to prioritise workload and problem solve.
- Comfortable working with ambiguity and a commitment to gaining a full understanding of client situations.
- Methodical approach to problem-solving and ability to use own initiative.
- Results/customer satisfaction driven.
- Discretion with confidential client information.
- Proficient in Microsoft Excel and Word is essential.
- Excellent communication skills – presentation, written and verbal are essential.
What you’ll need to succeed:
- Previous 2nd or 3rd line customer support experience within a technical industry preferred.
- Familiarity with creating screen recordings and voiceovers to demonstrate technical iHasco product features for existing clients would be desirable.
- Familiarity with Jira is desired but not essential.
- Salesforce working knowledge is desirable but not essential.
Here’s a taste of the perks we roll out for our extraordinary team members:
- 25 Days of Holiday + 8 Bank Holidays.
- Birthday Bliss: Enjoy your birthday with a day off.
- Post-Wedding Bliss: Extra weeks of holiday for newlyweds.
- Growing Families: Vouchers and special perks for expectant parents.
- Healthcare cash plan: Private healthcare for your peace of mind.
Technical Support in Bracknell employer: iHasco
Contact Detail:
iHasco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support in Bracknell
✨Tip Number 1
Get to know the company inside out! Research iHasco and its eLearning products so you can chat confidently about how you can contribute. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your problem-solving skills! Think of common technical issues and how you would tackle them. Being able to demonstrate your troubleshooting approach during interviews will set you apart from the crowd.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining the iHasco team directly!
We think you need these skills to ace Technical Support in Bracknell
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support role. Highlight your relevant experience and skills that match what we're looking for, like problem-solving and customer service. This shows us you’re genuinely interested in the position!
Show Off Your Communication Skills: Since you'll be dealing with clients and colleagues, it's crucial to demonstrate your excellent communication skills in your written application. Use clear and concise language, and don’t forget to proofread for any typos or errors – we love attention to detail!
Be Yourself: Let your personality shine through in your application! We appreciate a sense of humour and a friendly approach, so don’t be afraid to show us who you are. A bit of authenticity can go a long way in making your application stand out.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at iHasco
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of iHasco's eLearning products. Familiarise yourself with their features and how they benefit clients. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved technical issues. Be ready to discuss your thought process and the steps you took to troubleshoot problems. This will demonstrate your methodical approach and ability to think on your feet.
✨Practice Clear Communication
Since you'll be providing support via phone, email, and live chat, practice articulating your thoughts clearly and concisely. Consider doing mock interviews or explaining technical concepts to a friend to ensure you can communicate effectively with clients and colleagues alike.
✨Emphasise Team Collaboration
iHasco values teamwork, so be prepared to discuss how you've worked collaboratively in previous roles. Share specific instances where you contributed to a team effort or supported colleagues, highlighting your friendly and helpful manner that aligns with their company culture.