Technical Support Representative

Diamond Search Recruitment are delighted to be representing our client, a respected technology leader, with offices in the UK, Europe, Asia and the Americas. Recruiting for a TIER 1 TECHNICAL SUPPORT REPRESENTATIVE.

Main job responsibilities and accountabilities

• Respond to first level customer inquiries about Security Service products
• Analyse basic customer issues to identify problem area(s) and recommend and take corrective action
• Provide superior client-focused service and build successful long-term relationships to ensure customer loyalty
• Develop and publish common question and answer documentation
• Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles
• Actively support achievement of team goals, objectives and compliance with contractual service level agreements (SLA)
• Achieve and maintain high levels of customer satisfaction
• The job holder will also be required to undertake other job responsibilities and accountabilities within the remit of the job role as and when these may arise.

Person specification

• Sufficient client support or IT experience interfacing with external clients
• Working knowledge of Microsoft Office Suite, Server, Adobe products
• Basic understanding of networking protocols and devices, Web servers and VPN
• Customer-focused and can demonstrate mastery of customer service skills
• Good problem solving and analytical skills
• Ability to work individually as well as in a team environment
• Excellent written and oral communication
• Experience using a customer database in a support environment

Apply today!

Diamond Search Recruitment is acting as an Employment Agency in regard to this vacancy