Technical Customer Support Home or Office Based

Job Description

Technical Customer Support (Home working or Glasgow office based)Grow your career and change the world with an amazing software company powering social good!About the role:Do you have a passion for excellence and achievement Do you enjoy working in a high-energy environment driven for success Do you like being on the cutting edge of technologySearch Business Support has an opportunity for Service Desk Advisors to join the worlds leading cloud software company powering social good.Working with this company is more than just a job - it means making an impact in the lives of others every day. Our client serves the entire social good community, which includes non-profits, foundations, corporations, educational institutions, healthcare institutions and the individuals who support all of them. This opening will allow you to join a team of over 3,300 globally, who are passionate about helping customers use innovative technology to make a difference in the world.They arent just committed to making a difference to there customers. They are also dedicated to developing there employees, in all professions, through learning and mentoring programs in an environment that values teamwork, diversity and philanthropy.The Service Desk provides a range of services to assist customers in making correct use of software, which includes troubleshooting reported incidents or answering questions about software functionality and its application.Hours - 13:00 - 21:30, totalling 37.5 hours per weekStart - We are currently interviewing for June starts as part of large team expansion Salary - The starting salary is for this position is £21,000.You will be set up to work remotely in the first instance and we expect to move to a more flexible working arrangement in the future with a mix of office/home working to suit candidate and business needs. This will be reviewed on an ongoing basis.Responsibilities:* Proficiently and consistently resolve basic issues for all solutions within their solution group* Quickly identify when issues are more complex and gather appropriate information to triage to senior team members to resolve* Author, edit and publish quality Knowledgebase content to improve customer self-service resources* Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal* Accurately link and categorize cases upon case closure to help inform root cause of customer contacts* Respond to new tickets with an initial response and attempt to resolve on the first contact* Gather necessary information to advance the case to higher-skilled support personnel when necessary* Author Knowledgebase content, utilising KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions* Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contactsExperience:The ideal candidate will have a background which evidences: * Experience in a similar technical support role OR a customer focused background in another industry with evidence of desire to move into technical support likely to include:o Evidence of technical study e.g. College/University, Modern Apprenticeship, Open University o Qualifications such as CompTIA, MCSA, ITIL etc. would be beneficial but not essential* Strong customer focus with ability to ask critical, insightful questions and probe for information to facilitate problem solving* Acting as calming and settling influence in tense situations. Is looked to by others for directions and guidance* Integrate unrelated information and develop highly creative, strategic approaches* Accurately predict behaviours across a variety of situations using a keen insight into others* Create effective strategies for complex cross-organizational projects* Work effectively in situations characterized by continual changeIf you feel you match the skills and experience sought, please apply now. For more information and a confidential discussion, please contact Rob Hilley, Search Glasgow, Business Support. Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age. Required skills

Helpdesk

ITIL

Technical Support

CompTIA

MCSE

1st Line Support

Helpdesk Analyst

Technical Support Advisor

Keyskills :
Helpdesk ITIL Technical Suppt CompTIA MCSE 1st Line Suppt Helpdesk Analyst Technical Suppt Advis