Customer Service - Tech sector
- Salary: £25,000 - £27,000
- Location: York (Hybrid Working)
- Job Type: Full-time, Permanent
- Working hours: Monday to Friday between 8-6pm but you can pick your shifts. Plus 1 in 6 Saturdays 9-3pm with a full day back in Lieu.
We are currently working with a long term client who are currently looking for a Customer Service Advisor to blend technical support with exceptional customer service, helping clients maximize their use of our software.
Role Profile
In this role you will be at the forefront of providing first-line support for software products. This role is dynamic, offering daily variety and the opportunity to take ownership of client issues from start to finish.
Day-to-Day Responsibilities
- Provide first-line technical support for hardware, software, SaaS applications, and network-related issues for clients.
- Manage client interactions via phone and email, aiming to resolve 90% of issues on the same day.
- Remotely log into client sites to troubleshoot and resolve common faults or guide clients through fixes.
- Ensure complete customer satisfaction by taking ownership of issues, consulting with subject matter experts and the wider development team as needed.
- Potentially attend client visits at local sites to demonstrate software and services.
- Educate new and existing clients on the product via video calls and conferences.
- Contribute to process improvement by offering new concepts and ideas.
- Perform basic User Acceptance Testing (UAT) to ensure system changes meet business requirements before release.
- Once fully trained, assist in training and mentoring new starters.
Required Skills & Qualifications
- Experience in a 1st line IT Helpdesk/Service Support or similar technical role is desirable but not essential.
- Familiarity with desktop support tools is a plus.
- Excellent communication and interpersonal skills, with the ability to work collaboratively and independently.
- Strong problem-solving skills with a structured, calm approach under pressure.
- Positive work attitude and customer-first mindset.
- Keen interest in technology and personal skill development.
- Ability to handle pressure and meet deadlines without compromising quality.
- Full UK driving licence.
Benefits
- Learning and development opportunities.
- Collaborative and positive working environment.
- Regular salary reviews.
- Quarterly social events.
- Annual leave starting at 25 days, increasing with service.
- Vitality Health, Life Assurance, and Pension scheme.
- On-site amenities including pool/table tennis and parking.
- Monthly social events like Pizza Thursdays.
- Cycle to Work Scheme.
If this sounds of interest, don't hesitate in applying!