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1st Line Support Analyst (part-time) x2

Employer
Confidential
Location
Waterlooville
Salary
12.00 - 12.82 GBP Hourly
Closing date
15 Feb 2022

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Sector
Technology & Digital
Hours
Part Time
Flexibility
Flexible working available
Contract Type
Permanent
Job Description:

This 1st line support role will provide telephone and remote technical support to our external customer base in resolving issues with their Back Office and EPOS systems. You will actively manage and promote the relationship between The Company and our customers.

You are required to be a team player first and foremost; able and willing to take responsibility for each case you handle to a successful resolution. Able to build relations with your teammates and customers alike, a confident telephone manner and helpful disposition, along with a can-do attitude are all essential.

There is a requirement for occasional out of hours remote work from home, site visits with occasional trips overnight and weekend office-based support will be required on a 1 in 4 rota basis.

Job Responsibilities:

To learn and understand the Company's products and services
Providing 1st line remote support to customers
To be the customers' main point of contact within the Company
To learn and understand the operating systems/software and hardware that the Company's products run on
To develop a knowledge and understanding of the customers
To be aware of outstanding incidents and maintain contact with the customer
Resolve issues in a timely manner
To field customer enquiries and where appropriate prepare quotations
To expedite potential sales opportunities i.e. Upgrades, Training etc
To liaise with department managers and Company Suppliers regarding customer requirements and incidents
To report any concerns about a customer to senior staff
To maintain accurate records of all customer contact
Assist with the recovery equipment loaned to customers
To help and resolve issues in other departments when requiredEssential Skills & Experience:

A positive personality and proactive manner
Experience within a help desk or have 1st line support experience
Excellent customer service skills
Professional telephone manner
An interest in technology and IT troubleshooting
Good level of organisational skillsDesirable Skills:

Knowledge of Microsoft based operating systems with emphasis on Windows 7 and 10
Experience of retail or hospitality markets
Full UK driver's licencePart-time hours: 20 per week

Job Types: Part-time, Permanent

Salary: GBP10.26-GBP12.82 per hour

Schedule:

Monday to Friday
Weekend availabilityEducation:

GCSE or equivalent (preferred)Experience:

IT Support: 1 year (preferred)
Customer service: 1 year (preferred)Work remotely:

No

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