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Technical Support Coordinator
Company: CTS Group Limited
Benefits: 20 days holiday plus Bank Holidays (prorata)
Career development opportunities: Employee of the Quarter / Year rewards and Your birthday off!
Pension: Discretionary bonuses
We have a full-time position available for a Technical Support Coordinator. If you have worked on a help desk and have experience at dealing with customers, in a customer service role, or if you are a super organised Administrator, that fancies doing something different then we want to hear from you. You will be the first point of call for our customers who call our Support help desk. A real customer services focus is needed, the ability to multi-task, be organised and have a passion for improving things.
Excellent telephone and written communication skills
Organised with proven ability to prioritise and multi-task
Strong analytical and problem-solving skills
Demonstrated record of providing exceptional customer service (minimum one year experience)
Technically minded with high attention to detail
Dealing with pre/ post-installation queries via telephone/email
Assisting with engineers scheduling and support Logging new support calls reported via telephone and email Monitor Application Support help desk queue and respond to calls within SLA’s Address user queries
Updating and managing knowledge base
Assist with resolution of logs Liaise with customers, departments, and ensure everyone is updated
Own documentation and be organized Log and process requests for change/enhancements, following a formal change process
Controlled testing of application patches and new releases Producing and updating Manuals / Procedures / Training Videos