Contact/Support Centre role with a great technology business…
Role: Software Support and Customer Service Executive
Location: Mansfield, Nottinghamshire
Contract type: Permanent
Hours: full-time (flexible approach, out of hours’ support on a rota basis.)
Salary: Generous salary and overtime availability
We are handling this exclusive requirement for a fantastic technology client. They are a business that since their inception in 1998 continue to grow at pace. The business sell, train and support a portfolio of software products across multiple industries and with an ever-growing client base they are seeking an additional two Software Support and Customer Service Executive to be part of a team who are at the forefront of their first-class customer experience.
The ideal candidate must have excellent IT skills with the ability to diagnose and problem solve over the phone, but don’t worry as their products are unique you will receive training to ensure you can do your job well.
So, what will keep you busy?
Faults and problems will be reported by phone, email or a ticket system so you must have confidence at functioning effectively across multiple communication channels. You will need to handle incoming telephone and email queries promptly and efficiently with empathy to ensure a positive experience for their clients.
You will be expected to diagnose technical faults and to provide solutions in accordance with company processors and procedures, validate client details, incidents and requirements categorise and deal with appropriately. The business works to Service Level Agreements, so you must take ownership and adhere to these. All the team demonstrate positive ‘Customer First’ behaviours to ensure a high level of service is provided at all times. This role will really suit a customer focused individual.
What skills and Personal Qualities do we need?
You will have gained Customer Service experience, ideally in a Contact/Support Centre environment coupled with ability to diagnose technical faults and provide solutions. You must be a great all-round communicator, have attention to detail and be a natural problem solver. It would be great if you are used to working to Service Level Agreements.
Ultimately you must be proud to be a team-player, show a flexible approach and a ‘can do’ attitude.
Agile businesses like our client react to change in demand quickly so you must be able to adapt to change yourself and work under pressure at times. This is likely to take some resilience so possessing this trait is also required.
Please apply via the link including your CV and a covering letter highlighting your suitability for the role. All applicant’s CV’s will be submitted to Exel Technology who will then provide a response to your application.