Here at West, we provide solutions that help our clients more effectively communicate, collaborate and connect with their audiences. We are changing the way we work, which is improving the way we live. We are the sum of our entire organisation - the result of brilliant ideas, dedication and the hard work of the people who share our vision. We are at the core of a technology and communications engine that is changing the world.
But before we can help our clients foster connections with their employees and customers, we need to have the right team in place - that's where you come in! Our support teams use their technical and creative expertise to guide our customers through the innovative world of communication technology!
WHAT YOU'LL DO…
As a 1st Line Support Technician at West, we want you towork as part of a busy team providing software support to external customers. The role will include answering incoming calls from external customers, logging queries, issuing support log tickets and proactively managing the issues through to resolution. The role is a customer care and support role with responsibility for 1st Line resolution of customer issues.
We’ll need you to log customer software and IT issues accurately, taking ownership for the resolution of your calls. You’ll make use of the FAQs and knowledge base documents to help support your customers issues through to a resolution. Where required, we want you to reproduce customer environment to find solutions to their configurations issues and problems.
SHIFT PATTERN: rotating shift pattern of 07:00 - 16:00 and 12:00 - 21:00 as well as a rotational Saturday shift.
WHAT YOU'LL BRING...
First and foremost, you will share the same values we pride ourselves on; the desire to exceed expectations, to work collaboratively, to be accountable and to proactively drive improvement. Ideally you will bring a proven success in a customer service-led environment and a good level of knowledge of desktop, mobile, operating systems and protocols to perform software and hardware troubleshooting, however full training is provided.
Excellent attention to details to detail
IT Literate with a passion for technology
Strong communications and customer care skills
Flexible and hands-on approach to work
WHAT MAKES THIS ROLE UNIQUE...
West Cloud is an innovative and fast paced business, creating bespoke software and solutions to meet our client’s needs. We offer exposure to a wide range of tools, systems and technologies that remain at the forefront of the cloud based technology marketplace, and we actively encourage you to learn and develop further.
The role of 1st Line Support Technician at West offers the opportunity for a rewarding and successful career in technical support. You will have the unique opportunity to liaise with your customers, assisting them with the use of the latest in cloud-based communications technology.
HOW WE'LL REWARD YOU...
Our philosophy is simple: positive, successful employees will result in a positive, successful company. To make this vision a reality, we help our employees maximise their potential by providing them with training and career opportunities designed to challenge them and cultivate their professional potential.
Every West employee is vital to our success which is why everyone receives a competitive salary plus a comprehensive benefits package to help our employees address healthcare needs, maintain a healthy work/life balance and build a financially secure future.
If technology inspires you, and problem solving motivates you; West could be the perfect place to build your career.
We are looking for top talent to join our growing team. Qualified candidates will be contacted by a member of our in-house Recruitment team to kick-start the recruitment process (preliminary assessments and/or telephone interview). If you are a possible fit, you will be invited to meet with a few key individuals onsite in order to help you get a full understanding of the team and the position. Our goal is for you to get to know us as we get to know you.
Apply now to join our successful team. Follow the link to register for West Corporation careers.
At West UC we don't just accept difference - we celebrate it, support it and build success upon it. We are proud to be an equal opportunities employer and no part of this advertisement is intended to discriminate on any grounds.
- Customer Service
- Technical Support
- 1st Line
- customer care
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