Job Specification:

Job Title: Technical Support Advisor

Worcester Office - Acton House

If you want to be part of the Namesco success story then you need to be able to push yourself and your colleagues to go the extra mile and deliver excellence in every aspect of the business. If you want to feel challenged on a daily basis and belong to a team that is committed to exceeding expectations, then you'll thrive in the dynamic and unique environment we have created at Namesco.

Salary: Dependent on skills and experience

Reporting to: Contact Centre Manager

Location: Office based in Worcester

The normal hours of business of the company are presently 8:00 a.m. to 8:00 pm Monday to Friday and 10.00 am to 6.00 p.m. on Saturday and Sunday. Your basic hours of work will be variable depending on shift patterns worked with a maximum of 42.5 per week.

Job Description

Answering the telephone and responding to faxes and emails, you will handle all customer enquiries. This will include troubleshooting email, website, webmail, and ADSL issues, resolving basic account and billing queries, answering questions relating to the services offered by Namesco.

The successful candidate will be able to carry out their duties in an efficient manner with the aim of satisfying customer requirements, even when dealing with the most difficult customers. Pro-active and able to work well on your own initiative, you will be responsible for ensuring that the relevant departments within the company take the necessary steps to resolve the queries that you present to them. You will be responsible for following up any outstanding problems via these departments whilst keeping the customer informed of all developments. You will also possess a high level of accuracy. As part of your role you will be expected to maximise any sales opportunities presented to you, whether that be via up selling, cross-selling or referring leads to the Sales team.

In the performance of your duties, you will be expected to use your best endeavours to promote and maintain the interests and reputation of the company at all times.

Responsibilities

Being the first point of contact for technical support enquires via telephone, mail and fax
Ensuring all enquiries are logged and kept up-to-date and all problems followed through until resolved or concluded
Escalating problems to the relevant departments for quick solutions
Chasing relevant departments until problems are resolved
Ensuring customers are kept up-to-date with developments
Contacting customers who have requested call back
Ensuring all enquiries are resolved in line with the department SLAs
Escalating problems to your Senior Advisor/Team Leader where necessary
Support the Namesco Customer Care Values
Carry out such tasks that are required to meet the needs of the business

Skills & Experience

Strong IT skills
1 years Technical Support/Helpdesk experience
Resilient with the ability to problem solve
Working with Microsoft Word, Excel and Outlook at an intermediate level
TCP/IP networking configuration
Broadband/Dial-up Troubleshooting
Windows XP, 2000, 2003, Vista desktop support
ADSL Hardware support
Clear written and verbal skills

Key Competencies

Providing Excellent Customer Service
Delivering Business Results
Team Working
Self Motivation
Attention to detail

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Important: Before submitting your application, please ensure that you can fulfil all of our mandatory skill requirements and have attached your CV / Application Form.