Macildowie are currently recruiting for a 2nd Line Customer Support Advisor working for a company based in Leicester.
This is a permanent full time role.
THE ROLE & YOUR RESPONSIBILITIES:
Our 2nd line Support agents will be dealing with customer support requests by logging and updating tickets of their in house helpdesk system. You will be escalating complex issues and enhancement requests. Ensuring that all internal systems are kept up to date and in full working order.
Maintain an excellent knowledge of the company product and services portfolio
Monitor incoming customer support case queues
Process support requests and cases via email and in bound calls
Respond to customer enquiries
Customer Support live chat
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
Essential Skills and Experience:
Ability to follow procedures
Have the ability to work under pressure
Adaptable approach to customer needs
Attention to detail
Committed work ethic
Demonstrate the importance of ownership
Good problem solving skills
Experience of working within a busy team
Organisation and prioritisation
Punctuality and reliability
Have the ability to pick things up quickly
Desirable Skills and Experience:
12 months experience in a similar role
Awareness of ISO9001/ISO27001 or equivalent standards
Experience of automated dialling systems (Preview/Progressive/Predictive)
Experience of cloud based technologies
Knowledge of Operating Systems, specifically Windows 7, 8 & 10 and Mac OS
Knowledge of SIP
Knowledge of TCP/IP
Understanding of Computer networking equipment (Switches/Routers/Wireless Access Points/etc)
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the regions premier employers. To search for all of our live jobs please visit us at www.macildowie.com.