IT Technical/Customer Support (Graduate role)
Based in Sheffield
Our client is a market leader in the development of fleet management software and has established itself as the go to provider for many of the UK’s biggest brands. This is a company that has fully embraced changes within the sector, and has in fact led the way in terms of developing technological advances which now support those who operate within the automotive industry. As a result, our client is one of the most respected and fastest growing companies in their field. Due to a rapid internal promotion and as part of its continued growth, we have been asked to identify another individual who will be offered the chance to create a career in a field they already have a passion for.
The advantage of a company like this for someone who is perhaps starting out in their formal career is that the leadership team remain hands on, innovative and they still get excited about what they do. They actively encourage their team to be involved and to challenge the norm. This is what tech companies do, and they want to attract people who appreciate that in order to grow and improve product offerings, it’s important to understand the basics and get involved with customers. So, this is a unique opportunity for techies who understand backend development, but enjoy interacting with end users because you will, in the early days, be the first point of contact!
We are searching for an individual who will join the customer support team. You will be the first line of support and because you understand operating systems (gaming or commercial use) you have a natural aptitude when it comes to identifying problems and either resolving them independently or escalating them to the development team. Our client would like all new starters to really understand their business and it’s customers first before progressing into a development role so a commitment to the delivery of exceptional customer experience is key. However, this opportunity will ultimately lead to a position on either the software testing/development team, and because you will understand the end to end journey, this approach to onboarding developers will allow for a more cohesive operation between the customer support team and testing/development teams.
Working from their modern offices in Sheffield (we’ve seen them for ourselves and they are of a high quality), our client operates in an open plan office environment, allowing teams to work in collaboration with each other.
Working on the customer support desk, you will be responsible for the delivery of excellent customer service and first line technical support to all clients. This will be done via telephone, email and live web chat. You will be expected to respond to and handle all queries, ensuring a resolution is met within a set response time and that all service cases are logged.
You will be part of a small team and will be supported by an experienced Customer Service Team Leader and a senior leadership team who have an extremely 'hands on’ approach.
Your duties will include the following:
- Assisting customers with the resolution of any technical issues within a reasonable response time
- Logging of all communications and customer support cases via an internal CRM system
- Assisting with customer adoption and education - advising on product functionality
- Passing any customer feedback onto the development team
- Providing additional support to internal departments
- Product testing against specification
- Assisting with internal and external projects
- Data preparation and verification
ESSENTIAL SKILLS AND REQUIREMENTS
- Customer support for software/hardware
- The ability to deal with stakeholders at all levels is extremely important
- Strong knowledge of technical language and IT literacy
- A computing/technical degree would be desirable
- A sound understanding of various operating systems and browsers, including troubleshooting skills
- Browser troubleshooting skills
- The ability to prioritise own workload, and to multitask effectively
In return you will be provided with:
- Company bonus
- Pension scheme
- Cycle to work scheme
- Relaxed dress code
- 25 days holiday
This is an exciting opportunity for the right individual. If you feel you are suitable, please contact Matt Pallister on the number listed on our website: Marmion Recruitment.
- Customer Service
- Operating Systems
- Software Development
- Technical Support
- 1st Line
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