Job Role:
Provide IT Technical Support to all existing customers. Efficiently deal with enquiries from existing customers through to a satisfactory conclusion; ensuring repeat business by projecting a positive and professional image to the customers at all times. To build and manage telephone relationships with existing clients, pro-actively selling the companies products and services, establishing contact with customers.
Systems Supported:
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DECT Cordless Telephone Systems
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Paging Systems
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Messaging Software
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Lone Worker/Staff Protection Systems
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Fire Alarm Paging Systems
Duties:
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Provide 1st and 2nd Line IT Technical Support to all existing customers.
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Taking inbound customer calls ensuring all are concluded satisfactorily
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Providing Troubleshooting Support to customers on our products
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Checking and advising customers on Warranty repairs and purchases - checking validity on warranty claims.
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Sending out quotes to customers and chasing purchase orders
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Achieve the customer satisfaction and problem fix targets
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Checking all administration on sales quotations and orders
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Advising customers on Products
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Escalating calls to IT & Technical department where appropriate
Candidate Criteria:
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Previous Helpdesk (telephone support) experience.
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Excellent telephone manner.
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Strong working knowledge of Microsoft based operating systems with emphasis on Windows XP, Windows 7, Server 2003 and Server 2008
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EPOS or Technology experience (preferred)
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Some TCP/IP experience.
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Basic understanding of PC hardware set-up and configuration.
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'Hands on’ approach and a willingness to learn.
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Understanding of flexible working hours required for working within hospitality industry.
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Working within a team on a shift based rota including out of hours remote support.
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Pro-active approach.