IT Helpdesk Support Agent / Technical Support Agent Job in Newbury, Berkshire, Southern Uk

IT Helpdesk Support Agent / Technical Support Agent - Award Winning E-retail Software Provider
Newbury, Berkshire
£20,000 - £24,000 (depending on skills) + benefits

This is a fantastic opportunity to work for a fast growing award winning company that focuses on innovation in the e-retail sector. We lead the way in providing hardware and software based solutions to the independent retail sector.


We are looking for a Technical Customer Support Agent to contribute to the innovation which has been at the heart of our success.

KEY RESPONSIBILITIES OBJECTIVES:


Telephone Answering – first point of contact.

* An important role in delivering a very high level of customer service. A welcoming, friendly professional person to assist callers into the business.

Technical Customer Support

* Become a proficient user of software designed in-house.
* Assist customers by telephone and remote support with all ‘How Do I’ and technical enquiries. Take ownership and help the customer until resolution.
* Provide website support using knowledge of HTML/CSS
* Problem diagnosis using SQL
* Update the knowledge base and FAQs with questions and answers.
* Make courtesy calls to customers.
* Windows experience
* Be a main point of contact for new customers


Remote training

* Deliver training to customers covering the retail and multichannel system and any other training where required.


Department Administration

* Keep helpsheets and documentation up to date and in keeping with the company style guide, record data in spreadsheets and write emails/ letters.
* RMAs
* Customer satisfaction surveys/questionnaires


Import Service

* Have a good understanding of Excel and formulas to support customers with importing data into their software.


Other Activities

* As with all roles at Intelligent Retail, flexibility is important and this role may need to support other teams where appropriate as per business needs.
* Other departmental requirements as set by the line manager.
* Take on any other projects to completion.

Full training provided.

The successful candidate must possess:

* First class written and spoken English
* Good communication skills with an excellent telephone manner
* Computer literate in Excel, Word, Outlook, HTML knowledge
* A willingness to learn
* Experience in complaints handling
* Comfortable with communicating with business owners
* Good organisation skills
* Proactive, forward thinking
* Methodical and problem solving skills
* Sense of humour
* Work on own initiative and also be a team player
* Be conscientious, courteous and professional at all times.

You may have worked in the following capacities:
IT Customer Services, IT Support Technician, IT Helpdesk Technician, Website Helpdesk Technician, Online Technical Support Agent, Client Support Executive, Customer Support Executive, Online Support Executive, Software Support Technician

Application Statement:
To apply for the role of 1st / 2nd Line Helpdesk Support Agent / IT Support Specialist simply submit your application (CV and a covering letter). If your skills meet with our client's requirements, we'll load your application into their application system for them to action. (Minus your contact details, we guard this). By submitting your CV and cover letter, you give “express consent” for us to process your application in conjunction with this vacancy.

RecruitmentRevolution.com is a unique online recruitment agency and operates an “Equal Opportunities” policy. We will gladly accept applications from all interested candidates.