First Line Tech Support Advisor

Position: First Line Tech Support Advisor
Contract: Permanent
Hours: 05:30 – 22:00 on a rota system
Salary: £17,500
Location: Newark

Our client is the UK’s leading B2B barcode solutions company specialising in the supply and provision of Auto-ID hardware, software, managed services and associated products and accessories. They are proud to include Motorola, Intermec, Datalogic, Zebra and Toshiba amongst their business partners

The company has been established for over 30 years and continues to grow organically year on year, supported by the skill and enthusiasm of colleagues who provide product advice, technical support and service for both existing and new customers to the company.

Role

• Providing 1st line technical support for a range of key clients in both Polish and English
• Logging all incidents on relevant software systems
• Diagnosing technical faults and providing over the phone solutions
• Escalating technical queries to 2nd line support
• Providing excellent levels of customer service and support
• Working to Service Level Agreements (SLA) against call handling time, resolution etc
• Monitor group mailboxes, ensuring all inbound queries received a response within SLA
• Collection of feedback from end users via outbound calls, when required

Skills / Experience

• Fluent in Polish and English both written and verbal.
• Problem solving and keen attention to detail
• Driven to deliver high levels of Customer Service
• Flexible approach to working hours – The business operates across 7 days so some flexibility with working weekends will be required
• Clear telephone manner
• Good verbal and written communication skills
• Experience of working within a Technical Help Desk / Service Desk environment would be an advantage, but full training will be given.

Job Summary

Job Title First Line Tech Support Advisor
Location Newark
Job Type Permanent
Salary £17k
Last Updated 15/03/2019
Reference SF44402
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