TECHNICAL SUPPORT REPRESENTATIVE (Level 1) - BRACKNELL
Steve Wyles
Reports to: Customer Service Operations Manager
Technical Support Role:
On a shift basis, the Technical Support Representative is responsible for
interfacing, primarily over the telephone, with our customers to deliver
front line Technical Support both on our software and the operating
systems it interfaces with.
They should have experience of, and respond to, a Call Centre environment
and it's procedures. And be able to demonstrate a clear understanding of
Customer Service by responding actively and appropriately to the needs of
the customer. Responsible for escalating calls to Level II Technical
Support Representatives and utilising the tools and systems provided by
the Call Centre. Is able to display a good understanding of the job
requirement and its objectives and working and communicating well in a
team environment. Enthusiasm to further develop a personal and technical
range of skills to meet the company business needs.
Specific:
Has experience of a busy call handling environment.
Is comfortable in a shift environment and can be flexible.
Is proficient in handling first line technical support questions,
especially MS Window's '95, with knowledge of Windows 3.x an
advantage.
Has knowledge or interest of the Internet.
Is able to maintain call statistics in line with the team average
unless agreed by the Team Leader.
Recognises when to escalate a problem.
Ensures the call tracking system is utilised where appropriate.
It would be beneficial if you spoke either German, French or
Dutch.
Carries out above duties taking care and responsibility for the
health and safety of themselves and others.
Please e-mail or write giving full details of your experience, skills and
preference of working hours (Monday - Sunday).
Steve
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Steve Wyles
Computer Operations
NETCOM Internet Ltd