Inbound Technicial Advisor

Undisclosed Company
County Antrim, Belfast
£7.70 - £8 per hour + Paid Holidays, Pension, City Centre Location
27 Sep 2016
25 Oct 2016
Manpower UK
Job Type
Our client a Global IT Outsourcing Corporation that prides itself on innovation, requires technical advisers to join their team.

Our client has been working with high profile global brands providing IT and customer service solutions for over 25 years. Due to recent business expansion we require experienced technical advisers to join their dynamic professional team on a full time basis.

Successful applicants will be responsible for the following duties:

Providing telephone/email/chat, online, social media and remote technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software.
Resolve customer questions about installation, operation, configuration, customisation, and usage of assigned products.
Responsible for following defined policies & procedures (e.g verifies subscription entitlement, etc). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
Documenting problems in the support solution database for diagnostics and solution implementation. Maintain and logs all customer contacts and follow quality methodologies as set by the business process owners

All employees should be committed to delivering the following:

Excellent service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
Interaction with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
Gather customer's information and determine the issue by evaluating and analysing the symptoms;
Research required information using available resources;
Offer alternative solutions where appropriate with the objective of retaining customer's and client's business;

Applicants must demonstrate the following skills and experience:

Minimum 1-2 years of working experience in a hard-core technical support environment with focus on consumer and/or SMB end-user support.
Selling skills, ability to showcase overall value proposition of technical support subscriptions to a customer using FAB features, advantages & benefits] model
Experience in handling frontline customer on issues related to PC's (desktop & laptops), Operating system including complete Windows range, Printers & Peripherals, Routers & networking.
Strong acumen in customer service skills, principles & practices with excellent communication skills.
Confident with technology, understands and comprehends technical terms, possess a knack for technical advancements, keeps himself/herself updated and sound.
Proven skill & experience in diverse knowledge platforms including applications, operating systems & hardware.
Exposure to consumer smart devices including phones, platforms & handhelds
Relevant technical certifications if any, preferred.

If you feel this is the job role for you please submit your CV and a team member will be in contact with you