1st Line Technical Support Executive

• To analyse and clarify customer queries via troubleshooting and researching existing knowledgebase articles and known issues.
• To document and record activities and communication with customers using company customer and support tracking systems.
• To escalate incidents to 2nd line Consumer Support
• Monitor Interceptor to see when an issue is becoming higher in severity and Create FAQ’s to assist team with resolutions

To make this role a success:

• A clear, concise and friendly telephone manner.
• Excellent customer service skills.
• Good troubleshooting and problem resolution skills.
• Strong organisational skills.
• Excellent written and verbal communication skills.
• A good understanding of software packages, including Microsoft Office and email client software.
• Knowledge of Windows XP, NT and Windows Vista.
• Experience in a customer-facing role, supporting software users via telephone.
• Experience of installing, upgrading, troubleshooting and configuring PCs.
• IT systems knowledge, including the installation and configuration of operating systems.

Desired Skills and Experience (but not essential)

• MCP/MCDST qualifications.
• 1 year minimum Customer service experience.

If this sounds like it could be for you call now on or e-mail