Trainee Application Support
  £17-23k
  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.


Trainee Application Support
Maidstone
£17-23k
VR/02354R

The role in summary
Our client is looking for a Technical Support Consultant to be part of a growing telephone support team, assisting their corporate and professional customer base with a wide range of software queries and product advice.
About you and your skills
You will be articulate, with an excellent telephone manner and the ability to communicate at all levels. Accounts experience and strong IT skills would be a distinct advantage.


Core skills required are:

· The ability to build customer relationships
· The ability to manage and prioritise customer queries
· The energy and enthusiasm to maintain a high volume of inbound calls
· To be willing to listen to and support colleagues

You’ll be given full training to develop your product knowledge and customer service, but you’ll be joining a team where collaboration and creativity is actively encouraged in order to develop your skills and improve team performance.

Primary responsibilities
· Frontline telephone Technical Support
· Logging of calls taken and action taken in contact management software either directly from the telephone, email or from Voicemail
· Dealing with customer emails and similar communications. Keeping all email correspondence up to date and filed within the customer directories.
· Diagnosing software problems or faults and solving technical and applications problems, either over the phone, by remote access or by email
· Talking customers through a series of actions, over the telephone
· For all requests that cannot be directly resolved providing an effective interface between users and other departments. Monitoring progress and applying escalation procedures for problems not progressing satisfactorily. Handling all complaints and enquiries efficiently and professionally
· Proactively assisting 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)
· Escalating of calls where necessary to more senior members of the team/manager
· Assisting more junior staff with customer calls
· Training more junior staff where necessary
· Representing the company and department at exhibitions/demonstrations/customer sites as required
· Planning and organising own work in a rapidly changing and technical environment
· Maintaining other support tools such as the ftp site, CRM system, VoiceMail and Knowledge Base
· Recording system enhancements and bugs in the internal bug register
· Escalating to Senior, bugs to be recorded on the International bug register


Advertiser: Agency

Reference: VR/02354R

Posted on: 2018-09-02 13:58:28

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Maidstone, Kent

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Trainee Application Support
  £17-23k
  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.


Trainee Application Support
Maidstone
£17-23k
VR/02354R

The role in summary
Our client is looking for a Technical Support Consultant to be part of a growing telephone support team, assisting their corporate and professional customer base with a wide range of software queries and product advice.
About you and your skills
You will be articulate, with an excellent telephone manner and the ability to communicate at all levels. Accounts experience and strong IT skills would be a distinct advantage.


Core skills required are:

· The ability to build customer relationships
· The ability to manage and prioritise customer queries
· The energy and enthusiasm to maintain a high volume of inbound calls
· To be willing to listen to and support colleagues

You’ll be given full training to develop your product knowledge and customer service, but you’ll be joining a team where collaboration and creativity is actively encouraged in order to develop your skills and improve team performance.

Primary responsibilities
· Frontline telephone Technical Support
· Logging of calls taken and action taken in contact management software either directly from the telephone, email or from Voicemail
· Dealing with customer emails and similar communications. Keeping all email correspondence up to date and filed within the customer directories.
· Diagnosing software problems or faults and solving technical and applications problems, either over the phone, by remote access or by email
· Talking customers through a series of actions, over the telephone
· For all requests that cannot be directly resolved providing an effective interface between users and other departments. Monitoring progress and applying escalation procedures for problems not progressing satisfactorily. Handling all complaints and enquiries efficiently and professionally
· Proactively assisting 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)
· Escalating of calls where necessary to more senior members of the team/manager
· Assisting more junior staff with customer calls
· Training more junior staff where necessary
· Representing the company and department at exhibitions/demonstrations/customer sites as required
· Planning and organising own work in a rapidly changing and technical environment
· Maintaining other support tools such as the ftp site, CRM system, VoiceMail and Knowledge Base
· Recording system enhancements and bugs in the internal bug register
· Escalating to Senior, bugs to be recorded on the International bug register


Advertiser: Agency

Reference: VR/02354R

Posted on: 2018-09-02 13:58:28

I want to receive the latest job alerts for:

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:

Trainee Accountant

  Recruitment Solutions South East Ltd

  £22,000 - £25,000

  Canterbury, Kent

Trainee Service Engineer

  Premier Work Support

  £22000 - £24000 per annum + Company Benefits and Overtime

  Maidstone, Kent

Trainer

  Commercial Services Interim & Executive Search

  £31000 - £34800 per annum + DOE

  Lambeth, Greater London

Trainee Estimator

  Recruitment Solutions South East Ltd

  25,000

  Medway, Kent

Trainee Buyer

  Genco Construction

  £17,000 - £18,500 after 6 month probation

  Hollingbourne, Maidstone, Kent

Trainee Buyer

  KHR - Recruitment Specialists

  £18000 - £18500 per annum + + Training + Benefits

  Maidstone, Kent

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