Technical Support Agent in Essendine

We’re recruiting new Technical Support Agents to work directly with our customers to educate them on features, diagnose issues and carry out remote remedial work to our software. Day-to-day, we work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas. Every member of the support team also receives direct support from their colleagues, supervisors and management, so a problem for you can be solved by all. We’re also passionate about training and skill development, so an advanced knowledge of these platforms isn’t required from day one.

What you’ll be doing:

• Understanding the operation of our bespoke software systems, the hardware and software for both applications, and seeking ways to improve the reliability and performance of the systems.
• Taking customer calls and attempting to resolve the customer’s enquiry or issue by remotely connecting to customer sites.
• Telephone customers and talk through certain functions, explaining the causes and solutions to the problems.
• Participating in the out of hours support rota (this could amount to 1 week in 8).
• Escalating issues to your line manager as appropriate (and according to procedure).
• Maintaining a high level of call logging issue quality (ensuring others can follow your work).
• Liaising with customers professionally at all times.
• Participating in ongoing training as systems evolve and new features or functionality are built.
• Ensuring the working environment is kept tidy and professional at all times.
• Keeping your own technical knowledge up to date.

You should apply if:

• You have demonstrable organisation skills, including time management, prioritisation of tasks, and self-motivation.
• You are professional in manner, approach, appearance and confidence.
• You are motivated to learn and disseminate information.
• You have a strong work ethic.
• You have strong attention to detail.
• You are hard-working and committed, with a sense of humour.
• Excellent IT literacy, fast accurate keyboard skills.
• Confident and clear communicator (verbal, written and listening skills).
• Proven track record in customer service and support.

Why Us?

• RDP is an incredibly compassionate employer who believes that flexibility and understanding are fundamental to creating the kind of workplace that our teams want to be part of.
• Some examples of this are bank holidays included in addition to 25 days of holiday, bonus schemes, an on-site recreational room and events organised by both RDP and the team.
• A competitive salary based on experience and industry benchmarks with yearly salary reviews.
• Twice yearly bonuses.
• A flexible working environment.
• 25 days annual leave + Long Service Award of one extra day annual holiday for every 5 years worked.
• Life assurance.
• At RDP we embrace diversity and equal opportunity, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.