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Equals One
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Sheffield, South Yorkshire
1st Line Support Technician
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Job Type: Full-time |
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Overview
1st Line Support Technician Location: Sheffield Full Time - Competitive Salary Our client operates a leading marketplace for Personalised Promotional Products. We use proprietary technology to provide resellers with an easy way to promote Personalised Promotional Products online. At the centre of what we do is to create the easiest, quickest and most innovative ways for Suppliers, Resellers and their Customers to find, buy and sell Personalised Products - enabling them to create powerful customer experiences and grow their businesses, fast. As a 1st Line Support Technician your job is to assist the running of a fast-paced software help desk, ensuring that you prioritise your time to respond to various business critical support queries in a timely and efficient manner. Key responsibilities: Promptly respond to customers by telephone/email using a professional, courteous manner Manage and maintain all tasks within a CRM centre Manage customers expectation levels Develop knowledge of company in-house software and websites Diagnose and assist customers with a variety of software queries Monitor and prioritise your workload to meet the service level agreement deadline Adhere to business processes Actively create help sheets for new processes Liaise with a team of developers and test software releases Communicate proficiently with colleagues in different offices/areas of the business Cross-sell additional products to customers Provide customers with relevant resources or tools as required Assist in maintaining a safe, clean and professional workplace The following are essential: Excellent troubleshooting skills are essential Ability to multi-task capably is essential Excellent communications skills (verbal and writing) Excellent time management skills and ability to work under pressure Proficient customer service and customer handling experience Good knowledge of in-house software systems Understanding of Microsoft Windows & Office Able to work in a team Able to be proactive and use own initiative Highly motivated with a can-do attitude, enjoys working in a fast-paced, collaborative environment with a high commitment to delivering customer satisfaction