Software Support Technician
  c£20k
  Maidstone, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Software Support Technician
Location: Maidstone & WFH
Salary: Circa £20k
VR/03051R


Are you interested in a career within IT? We are looking for candidates who have a desire to move into a Technical Support role.

As this is an entry level role, we are looking for competency more than experience. We are looking for people who enjoy technology, but also enjoy helping people and would like to join a great company with structured career progression. This is a great opportunity to join a fast-paced support department that is passionate about delivering excellent customer service, and resolving customer issues.

We are looking for candidates with excellent communication skills, who enjoy satisfaction from helping customers resolve their technical problems.

After the initial training period of 3 months where you will need to be in the Maidstone office two days per week, there is then the option of being based in the Maidstone offices full-time or based remotely at home or a combination of the two.

If you are home-based this would be subject to you having a professional work environment and good internet connectivity at your home. My client will supply the appropriate IT equipment for the role, such as a PC, display monitors, voice headset, etc.

In this role you will be part of a growing remote support team, assisting corporate and professional customer-base with a wide range of software queries and product advice.

As you would expect, you will be given full training to develop your product knowledge and customer service and you will be joining a team where collaboration and creativity is actively encouraged, in order to develop your skills and improve team performance. They will ensure that you are fully conversant with their range of software, its use and implementation in a professional and corporate environment. They are also committed to helping you maintain your professional knowledge and funding continual professional development as appropriate to your role and qualifications.

Responsibilities
· Frontline telephone Technical Support.
· Logging of calls taken and action taken in contact management software.
· Dealing with customer emails and similar communications.
· Keeping all email correspondence up to date and filed within the customer directories.
· Diagnose software problems or faults and solve technical and applications problems.
· Talking customers through a series of actions, over the telephone.
· Monitoring progress and applying escalation procedures for problems not progressing satisfactorily.
· Proactively assist users in making effective use of the software available to them.
· Following diagrams and written instructions to repair a fault or set up a system.
· Updating self-help documents so customers/other team members can try to fix problems themselves.
· Supporting the roll-out of new applications or updates.
· Rapidly establishing a good working relationship with customers.
· Working continuously on a task until completion (or referral to third parties, if appropriate).
· Assist more junior staff with customer calls.
· Give training to more junior staff where necessary.
· Represent the company and department at exhibitions/demonstrations/customer site as required.
· Plan and organise own work in a rapidly changing and technical environment.
· Maintain other support tools such as the ftp site, CRM system, VoiceMail and Knowledge Base.
· Record system enhancements and bugs in the internal bug register.
· Escalate to Senior, bugs to be recorded on International bug register.

Competencies
· To achieve a good level of understanding and knowledge of the organisation’s products and services, which is improved and maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately.
· To speak positively and enthusiastically about the company and its products and services to ensure that a professional company and brand image is provided at all times to customers and colleagues.
· To communicate courteously with all customers by telephone and email building positive relationships, and progressing issues and queries to a successful conclusion at the earliest time.
· To deal appropriately with queries received via the telephone and/or email and provide written or oral responses to confirm the information or outcome
· To work together with other departments within the organisation to identify any process improvements and improve standards, efficiency and profitability
· Such other general and administrative duties as the management may from time to time reasonably require.

Experience
You will be articulate, with an excellent telephone manner and the ability to communicate at all levels. You should possess accounts experience and strong IT skills would be a distinct advantage.


Advertiser: Agency

Reference: VR/03051R

Posted on: 2022-01-29 15:33:42

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Software Support Technician
  c£20k
  Maidstone, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Software Support Technician
Location: Maidstone & WFH
Salary: Circa £20k
VR/03051R


Are you interested in a career within IT? We are looking for candidates who have a desire to move into a Technical Support role.

As this is an entry level role, we are looking for competency more than experience. We are looking for people who enjoy technology, but also enjoy helping people and would like to join a great company with structured career progression. This is a great opportunity to join a fast-paced support department that is passionate about delivering excellent customer service, and resolving customer issues.

We are looking for candidates with excellent communication skills, who enjoy satisfaction from helping customers resolve their technical problems.

After the initial training period of 3 months where you will need to be in the Maidstone office two days per week, there is then the option of being based in the Maidstone offices full-time or based remotely at home or a combination of the two.

If you are home-based this would be subject to you having a professional work environment and good internet connectivity at your home. My client will supply the appropriate IT equipment for the role, such as a PC, display monitors, voice headset, etc.

In this role you will be part of a growing remote support team, assisting corporate and professional customer-base with a wide range of software queries and product advice.

As you would expect, you will be given full training to develop your product knowledge and customer service and you will be joining a team where collaboration and creativity is actively encouraged, in order to develop your skills and improve team performance. They will ensure that you are fully conversant with their range of software, its use and implementation in a professional and corporate environment. They are also committed to helping you maintain your professional knowledge and funding continual professional development as appropriate to your role and qualifications.

Responsibilities
· Frontline telephone Technical Support.
· Logging of calls taken and action taken in contact management software.
· Dealing with customer emails and similar communications.
· Keeping all email correspondence up to date and filed within the customer directories.
· Diagnose software problems or faults and solve technical and applications problems.
· Talking customers through a series of actions, over the telephone.
· Monitoring progress and applying escalation procedures for problems not progressing satisfactorily.
· Proactively assist users in making effective use of the software available to them.
· Following diagrams and written instructions to repair a fault or set up a system.
· Updating self-help documents so customers/other team members can try to fix problems themselves.
· Supporting the roll-out of new applications or updates.
· Rapidly establishing a good working relationship with customers.
· Working continuously on a task until completion (or referral to third parties, if appropriate).
· Assist more junior staff with customer calls.
· Give training to more junior staff where necessary.
· Represent the company and department at exhibitions/demonstrations/customer site as required.
· Plan and organise own work in a rapidly changing and technical environment.
· Maintain other support tools such as the ftp site, CRM system, VoiceMail and Knowledge Base.
· Record system enhancements and bugs in the internal bug register.
· Escalate to Senior, bugs to be recorded on International bug register.

Competencies
· To achieve a good level of understanding and knowledge of the organisation’s products and services, which is improved and maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately.
· To speak positively and enthusiastically about the company and its products and services to ensure that a professional company and brand image is provided at all times to customers and colleagues.
· To communicate courteously with all customers by telephone and email building positive relationships, and progressing issues and queries to a successful conclusion at the earliest time.
· To deal appropriately with queries received via the telephone and/or email and provide written or oral responses to confirm the information or outcome
· To work together with other departments within the organisation to identify any process improvements and improve standards, efficiency and profitability
· Such other general and administrative duties as the management may from time to time reasonably require.

Experience
You will be articulate, with an excellent telephone manner and the ability to communicate at all levels. You should possess accounts experience and strong IT skills would be a distinct advantage.


Advertiser: Agency

Reference: VR/03051R

Posted on: 2022-01-29 15:33:42

I want to receive the latest job alerts for:

IT & Telecoms jobs in Maidstone, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

Similar Jobs:

Software Asset Management Administrator

  New Appointments Group

  Up to £15.00 per hour

  Canterbury, Kent

Infrastructure Support Engineer

  Hays Specialist Recruitment

  £50000.0 - £55000.0 per annum + 50,000 - 55,000 per annum + bonus

  Brighton and Hove, Sussex

Systems Officer (Timetabling and Attendance)

  Canterbury Christ Church University

  £24,533 to £26,444 per annum

  Canterbury, Kent

Systems Implementation Manager - IT Project

  Recruitment Solutions South East Ltd

  £60-75,000 circa + bonus

  Tunbridge Wells, Kent

End User Computing Systems Engineer

  Canterbury Christ Church University

  £33,966 - £36,024 per annum

  Canterbury, Kent

Digital Services Programme Manager

  Hays Specialist Recruitment

  £70000.0 - £79000.0 per annum + £70 - £79K

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