2nd Line Support Executive

This is a superb opportunity working for a leading software house based in Oxfordshire.
You will work as part of a team delivering a first class, professional customer support service.

Reporting to Customer Service Team Leader the core responsibilities of the position are to:

*Provide first class customer service to the customer base.
*Answer a high volume of telephone and email cases from customers efficiently and effectively. Cases may cover software, hardware, technical or usability issues.
*Manage, prioritise and deal with requests for support efficiently and effectively.
*Obtain and evaluate all relevant information to resolve customer issues.
*Utilise a variety of problem solving techniques including tests on data and programs, researching existing documentation and liaising with other members of staff to resolve customer issues in a timely fashion.
*Provide clear steps to recreate customer issues for passing to development for resolution in subsequent product releases.
*Progress all outstanding calls and ensure they are resolved within the relevant time scales and to the satisfaction of the customer.
*Provide client support and technical issue resolution via telephone and/or email.
*Keep accurate and detailed case notes of all interactions with customers.
*Communicate and co-ordinate with internal departments if required to resolve customer issues in a timely fashion.
*Keep customers updated on case progress on a regular and timely basis.
*Maintain accurate support records, remote access details and CRM data.
*Attend and contribute to team meetings.
*Assist with the smooth running of the department as required, e.g. database cleansing and CRM housekeeping.
*Control and manage customers’ data on behalf of the department in accordance with the Data Protection.

JOB QUALIFICATIONS

*Previous IT Customer Support Help Desk experience.
*Calm and confident telephone manner.
*Hardware / Software experience with servers, desktops, laptops and printers in a Windows environment (MCSE preferred).
*Knowledge of SQL and Citrix.

Your Personal Characteristics will include:

*Excellent communication skills, particularly over the telephone.
*Ability to explain issues clearly and simply, both orally and in writing.
*Able to build a rapport with customers.
*Logical and analytical, with a methodical approach to problem-solving.
*Solution-focused, with ability to prioritise.
*Persistent and resilient under pressure, with a good sense of humour.
*Accurate, with high attention to detail.

*Team Player, with the ability to work under own initiative and willing to take personal responsibility for issues.
*Self-motivated, resourceful and keen to learn and share knowledge.
*Enthusiastic, motivated, empathetic and professional.
*Flexible and hard working approach.
*Excellent administrative and organisational skills.
*Able to manage multiple tasks.
*Able to remain calm under pressure and problem-solve accordingly.
*Flexible ‘can do’ attitude.

If you are interested in being considered for this role please send your CV over to or call