Technical Support Advisor
SKILLS
FULL DESCRIPTION
Technical Support Advisor
This role is an exciting opportunity for the right candidate to significantly contribute to Grain’s continued growth and success. You will work within a dynamic, open minded and supportive team, where individual contribution and success is recognised and rewarded. The support desk is a vibrant, busy environment that benefits from the free exchange of creative and practical ideas.
About this role
This role is an exciting opportunity for the right candidate to significantly contribute to Grain’s continued growth and success. You will work within a dynamic, open minded and supportive team, where individual contribution and success is recognised and rewarded. The support desk is a vibrant, busy environment that benefits from the free exchange of creative and practical ideas.
Main responsibilities
- To provide high quality telephone, ticket, Live Chat and e-mail support to our growing customer base
- Troubleshooting a user problem in a thoughtful and efficient way
- Identifying a problem with sometimes limited information from the user to start with. Typical problems will include broadband faults, in premise wireless issues, email configuration and general tech support queries
- Giving timely and accurate responses to enquiries
- Providing customer coaching in order to help the customer resolve problems themselves
Working hours
This is a full-time position working 37.5 hours per week, these hours will be worked on a rota basis between the business hours of
- Monday – Friday 9.00am – 7.00pm
- Saturday 9.00am – 5.00pm
- Sunday 9.00am – 5.00pm
To meet the needs of the customer, you will need to be flexible with your working hours
Experience required
- BTEC HND in Computing/ Technology/ Science AND/OR I.T. is desirable
- Industry qualifications (such as CCNA/Network plus) AND/OR Proven experience in a customer service/technical support environment
- Technical knowledge in the following areas:
- Windows, IoS and Android operating systems
- Applied knowledge of TCP/IP networking
- Broadband, Symmetric and WAN connectivity
- Common Internet applications and services (e-mail, Web, ftp, etc.)
- Good knowledge of gaming, both hosted and online
- Strong knowledge of in home wireless networking and propagation
- Analytical, structured approach to problem solving
- Fully aware of the impact of their and the teams decisions have on the customer
- Excellent communication skills in order to provide clear and concise telephone, ticket and e-mail support
- Eager to provide first contact resolution
- Able to quickly inspire confidence in others and build a rapport with the customer
- Patient and willing to go the extra mile – e.g. happy to use knowledge to help Grain customers with queries not related to Grain
- Self-motivated, self-starter able to work with minimal supervision
- Able to remain calm and focussed in an ever-changing environment
- Experience of working successfully in an ‘unscripted’ customer contact environment an advantage.