At a Glance
- Tasks: Provide top-notch technical support via phone, chat, and tickets to help customers succeed.
- Company: Join a dynamic team at Vipre Security Group, committed to innovation and customer satisfaction.
- Benefits: Enjoy competitive pay, health benefits, and a focus on work-life balance with paid time off.
- Other info: Full-time role with static schedules, offering excellent career growth and professional development opportunities.
- Why this job: Make a real difference by solving problems and helping customers thrive in a tech-driven world.
- Qualifications: 3+ years in technical support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
Key Responsibilities
- Provide technical support via phones, tickets, and live chat.
- Engage customers via multiple interfaces.
- Practice empathy and positive word choices when communicating with customers.
- Resolve first level issues by:
- Determining the nature of the issue by identifying what the customer is trying to accomplish.
- Gathering information from the customer including steps that customer took.
- Attempting to reproduce reported issues.
- Analyzing the symptoms and, where possible, identifying the underlying problem.
- Offering relevant troubleshooting steps and/or solutions.
- Directing customers to appropriate help articles.
- Communicate and follow-up with customers.
- Escalate unresolved issues to second level support with appropriate detail.
- Monitor for and proactively identify potential or emerging issues.
- Participate as an integral member of the shift-based team and make recommendations regarding solutions.
- Keep up to date with all communication that impacts the organization.
Job Qualifications
- Proficiency in English interpersonal/communication skills, both written and verbal.
- Demonstrate empathy, patience and understanding in stressful situations.
- Enjoy solving problems for customers.
- Cultivate respectful relationships with colleagues.
- Maintain consistency in attendance, time management, attention to detail, and commitment.
- Be unconditionally reliable and available to work scheduled shifts.
- Work well independently and as part of a team.
- Adapt to change.
- Resolve conflict effectively.
- Accept constructive criticism for enhancement of knowledge and skills.
- Learn new skills in a timely manner without sacrificing existing responsibilities.
- Expand deductive reasoning and problem-solving skills.
- Prioritise tasks accurately and make decisions within established guidelines and policies.
- 3+ years recent work experience in technical troubleshooting and problem-solving.
- Primary use of spoken and written English in a work environment focused on customer interactions.
- Customer service experience in a technical support position.
- Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software.
- Knowledge and/or use of commonly used Internet Protocols.
- Internet ready device knowledge and associated applications.
- Experience with the following is strongly preferred: VPN, Office 365 / Google Workspace, Virtual Machines, Zendesk, Confluence and Jira.
Education
- Minimum – High school and at least one professional technical certification.
- Preferred – College diploma/University degree in technology related discipline.
Working Condition / Requirements
- This is a full-time position with a competitive benefit package.
- This is a 24-hour × 365 days per year support organization.
- The work week is 40 hours.
- Schedules are static with 2 days off per week.
- Schedules may involve holidays, weekends, day, or evening shifts.
Benefits
Vipre Security Group offers competitive salaries and robust, health and wellness-focused benefits. We are committed to work-life balance with paid time off. Employees can participate in Employee Resource Groups, company-sponsored events, and professional growth opportunities.
Compensation Range
Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job-related knowledge, skills, experience, and geographic location.
Equal Opportunity Employer
Ziff Davis is an Equal Opportunity Employer. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to oe@ziffdavis.com.
Technical Support Engineer (Business to Business) in Stoke-on-Trent employer: Ziff Davis
At Ziff Davis, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation. Our commitment to employee well-being is reflected in our competitive salaries, comprehensive health benefits, and a strong focus on work-life balance, ensuring that our Technical Support Engineers thrive both personally and professionally. With ample opportunities for professional growth and participation in engaging company events, you'll find a supportive culture that values your contributions and encourages continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer (Business to Business) in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ziff Davis. 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 Ziff Davis 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 Technical Support Engineer (Business to Business) in Stoke-on-Trent
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 Ziff Davis:Your cover letter is your chance to shine! Tell us why you want to work at Ziff Davis 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 Ziff Davis!
How to prepare for a job interview at Ziff Davis
✨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.
