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1st Line Technical Support Agent

Location: Newcastle

Salary: £24,000

Job Type: Permanent

Job ID: 169496

1st Line Technical Support Agent

We’re delighted to be working with our client, an award-winning national service provider and a 2019 Times Top 100 Top Track Company, in their search for an experienced 1st Line Technical Support Agent.

You will provide basic 1st line technical assistance to the existing and new customer base in relation to products and services. You will use remote diagnostic tools to interrogate systems and provide immediate or short-term solutions. Additionally, you will maintain record of any temporary disconnections and monitor through to re-connection.

We are looking for an enthusiastic and customer centric individual with excellent verbal and written communication skills. This is a multi-channel role (email, telephone, and Google Hangout instant messaging) and so strong digital skills and the ability to prioritise and manage your own workload are essential.

No weekend working! You’ll need to be available to work 40 hours a week between Monday to Friday 8am to 8pm.

Key Responsibilities:

  • Day-to-Day Technical Support for end users

  • Manage “Cloud Based” Portals for Security System Registration and Maintenance

  • Use of Remote Diagnostics Software to Rectify Faults or provide temporary solutions Maintaining a log of Temporary Disconnections

  • Manage False Alarm Process, Maintaining an Accurate Dashboard and Reacting to Troublesome Systems whilst Monitoring and analysing trends

  • Liaise with customersengineers to understand cause of false activations, Ensure Engineer visits are planned where appropriate, and monitor feedback

  • Carry out Remote Resets of Intruder Alarms in line with industry requirements

About you:

  • Technical support experience in a B2C environment

  • Ability to work collaboratively with key stakeholders

  • Dedicated to the provision of excellent customer service

  • Able to follow logical processes

  • Excellent communication skills

  • Basic electronics knowledge.

  • An understanding of CCTV solutions and access control systems.

What we offer…

  • 25 days holiday + 8 days bank holiday

  • Access to employee assistance programmes

  • Discounts with national retailers

  • Eye care vouchers

  • Mobile Phone Discounts

  • Reward & Recognition Scheme

  • Company Pension Scheme