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Technical Customer Support Advisor

BIGCHANGE LIMITED
Job LocationLeeds
EducationNot Mentioned
Salary£24,500 - £25,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Our Purpose is to transform lives by accelerating growth and sustainability in our community. The role is critical to this purpose by developing value for our customers through our products and services and this driving retention and lifetime value,BigChange is pioneering new, intuitive, and simple to use technology that transforms the ways our customers work. This role uses Customer Success methodologies to engage our customers and maximise the potential of JobWatch for their businesses.Youll be the professional friendly voice of BigChange, providing world-class customer service, troubleshooting, and technical support. Well rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet and exceedtheir expectations. Youll share your expert knowledge for BigChange products and services as you build relationships with customers and colleagues. A simple How do I, coaching a customer through a more complex requirement, or troubleshooting a technical challenge,youll help save someones day.Responsibilities of the role:

  • Support customers with training, issues, and requests.
  • Identify and assess customers needs to achieve satisfaction.
  • Troubleshoot and diagnose hardware and software issues.
  • Take ownership customer issues through to resolution including coordination between multiple teams and platforms providing timely updates throughout.
  • Prioritise and manage your busy ticket workstream.
  • Provide prompt, clear, and accurate feedback to customers within SLA.
  • Be conversant with the fast-paced roll-out of new app versions and system updates.
  • Identify and report trends and required escalations.
  • Meet and beat KPIs as set.
Requirements
  • Excellent communication skills (verbal and written)
  • Technically adept and avid interest in new technologies.
  • Patience and perseverance.
  • Priority setting and Problem solving.
  • Proficient in Microsoft Office packages.
  • Upbeat and proactive can-do attitude.
  • Team player with ability to work independently.
Benefits
  • 27 days annual leave, increasing by a day per completed years service up to a maximum of 30 days.
  • An additional 4 gifted BigRecharge days, allocated once a quarter where we all take a paid day off to focus on our wellbeing.
  • Gym or zwift membership contributions.
  • Income protection and death in service.
  • Health care cash plan.
  • Enhanced family friendly policies from day one of employment with a £200 gift from BigChange on the arrival of a new baby.
  • Company events.
  • Learning and development opportunities.
BigChange is officially an Outstanding Company to Work For, according to Best Companies 2021. On the independent Glassdoor website, we have a 4.6 out of 5 rating.We give talent the chance to progress and be rewarded. And we see the whole person, not just the employee.BigChange employs over 200+ BigChangers. Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider.In 2021, we secured £75million investment from Great Hill Partners to take our technology global.BigChange is an equal opportunity employer. We celebrate differences and support diversity, thriving on it to improve the lives of our BigChangers, our product, and our community. We dont discriminate based on age; physical, mental, or sensory disability:ethnicity; family status; sex; race; religion or belief; sexual orientation; gender identity and/or expression; marital, civil union or domestic partnership status; family, or parental status. If you would like to be part of a talented team where your voiceis heard and your involvement matters, please join us.We are also proud to be a Disability Confident employer: we understand that the application and traditional interview process does not work for everyone. If you need us to make any adjustments or changes to our existing process, please let us know in yourapplication. Examples of adjustments may include providing application information in different formats, allowing additional time for any tests, providing a copy of interview questions prior to interview; or, conducting interviews remotely or in-person. Thislist is not exhaustive, and we are open to exploring any reasonable adjustments that may be necessary. If you have a disability and meet all the essential requirements for the role you have applied for, you will be guaranteed an interview.

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