Customer Operations and Tech Support Executive

An excellent opportunity with a fantastic employer, based in Northamptonshire. The purpose of the role will be to act as technical & customer support for the company. You will have a technical aptitude and deliver first-class communication and IT skills, being able to build rapport with customers and colleagues with ease. Spanish language is desirable Experience or understanding of Linux (bash) is desirable Key duties and responsibilities Creation of communication protocol templates to enable products to communicate to an internal platform and to third party endpoints. Protocols successfully communicate data in line with the defined requirements. Testing and Quality Assurance for products, systems and services. Using defined test processes and procedures to successfully complete the test cycles for new and existing products and systems within defined scope and timescales. Using a logical and methodical approach to diagnose Technical issues, following issues through to completion and escalating where necessary. Completing investigations with an organised and structured approach to within the defined SLA, escalating when necassary in the defined OLA timeframes. Working towards departmental and project deadlines. Monitors and manages own workload, taking necessary action or escalation when needed to deliver what is required on time. Develop and create documentation specific to the Level 2 role and responsibilities. Development of FAQ’s for Level 1 use, along with documentation of specific level 2 process and procedures/’How to’ documents to support the role and business as a whole Device repairs. Devices to be repaired, re-tested and fully working within the defined SLA and all recorded appropriately in the support ticketing system. Performance of other Customer Support Duties as required to meet operational needs and assist during busy periods, including answering customer calls and managing support tickets. Assisting the business to deliver to the defined SLA’s and specified business objectives. If you do not receive a reply within 3 working days, you can unfortunately consider your application unsuccessful