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.
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
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