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Customer Support Advisor

  • Location

    Ross-On-Wye, Herefordshire

  • Sector:

    Infrastructure and Support

  • Job type:

    Permanent

  • Salary:

    Up to £18500 per annum + plus benefits

  • Contact:

    Chris Swann

  • Contact email:

    chris@hewett-recruitment.co.uk

  • Job ref:

    CS031693_1615913511

  • Published:

    27 days ago

  • Expiry date:

    2021-03-23

  • Consultant:

    #

Customer Support Advisor - £18,500 - Hereford

My client, an IT company based in the beautiful countryside of Hereford have an excitng opportunity for a customer advisor to join their growing team.

My client have seamlessly adapted to home working during the pandemic so offer flexible working options for the right candidate for this 1st line Customer Support Advisor opportunity.

But what else is in it for you?

- 25 days holiday with the option to purchase and sell holiday
- Remote working options
- Flexible working hours around core hours of 9:30am-16:00pm
- Perk box benefits
- Company bonuses
- Employee recognition schemes
- 4% pension contribution

Your responsibilities in this Customer Support Advisor opportunity would be as follows:

- Efficiently handle and follow up all incoming phone calls and emails from customers and users regarding post implementation queries/issues related to the software products
- Ensure resolution of technical issues/user errors by carrying out first line fixes or collecting all relevant data to reproduce the issue and escalating through to second/third line team
- Use of Team Viewer sessions where appropriate to ensure correct diagnosis of issues.
- Manage case load through helpdesk software, ensuring SLAs are met where possible and customer expectations managed when not
- Provide basic product and pricing information for new enquirers.
- Provide detailed information about training/user support materials that are available to customers
- Maintain accurate customer records
- Liaise with sales and commercial services teams to ensure customer needs are fully understood and met (provide full customer details and messages through CRM system/emails)

To be successful in this 1st Line Support Advisor role you should have the following skills and experience:

- Previous commercial experience in a Customer Service Advisor
- Commercial experience using SQL
- Helpdesk Experience
- Experience of resolving customer issues in a helpdesk environment


If you know a Customer Support Advisor then don't hesitate to get in touch! We offer a referral scheme.