Technical Support Executive

  • Location
    Crewe, Cheshire
  • Salary
    £ 21000 - £ 22000 / Year
  • Category
    IT - Helpdesk, Technical Support
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

Working for a leading business based on the outskirts of Crewe, the successful applicant will be joining a very friendly, growing business working in a fun open plan office supporting the customer service team.

As technical support, duties will include:

* Responding to all incoming customer enquires via live chat, email & phone

* Ensuring all information obtained from the customer is accurate

* Working with customers to identify technical problems and advising on the best solution to resolve their issue

* Logging and keeping records of queries up to date

* Analysing logs to see common trends and underlying problems

* Updating self-help and service templates so that the customers can try first steps to fix problems themselves

* Liaising with engineers to visit customers if issues cannot be resolved

* Share issues when necessary within the group - updating FAQ's and troubleshooting with the relevant departments

* Support Customer service team & process orders as required

* Organise & Process replacement/refunds

* Escalate problematic issues to the next line of management as appropriate.

* Prioritise workload efficiency and achievement of daily targets.

* Maintain accurate and concise notes on every order query - ensure ease of understanding for colleagues.

Skills required

  • Strong customer service ethos.

  • Ability to work well with people.

  • Interest/understanding of IT/technology/printers/devices

  • Technical support experience ideally but training provided

  • Strong communications skills.

  • IT literate

  • Excellent organisational skills.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Sarah Walker