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Technical Customer Care Advisor - Out of Hours

Req ID#:  226132

Kingston upon Thames, Agent Opening, GB

Technical Customer Care Advisor - Out of Hours

Operations

The Role

You will perform first line telephone and e-mail technical support and customer care to a wide customer base. Including analysis, diagnosis and resolution of software problems and helping customers with all aspects of purchasing and product queries.

The aim of the role is to help end users by providing direct support in all aspects of Windows and Mac-based business and consumer software. You will be dealing with a mix of technical support and non-technical customer care calls in languages specified.

Summary of Primary Jobs Responsibilities

· Liaising with end users (written and spoken).

· 1st line telephone and email technical support to a wide customer base.

· Advising on the use of specific software products on the Windows and Mac platforms for business users and consumers.

· Actively contribute to on-line forums and knowledge base articles.

· Problem ownership. End-to-end ownership, escalation and resolution, irrespective of where the problem ends up.

· Develop excellent quality relationships with existing customers as well as other parts of the organization.

· Problem solving with the customers to bring about a speedy resolution to their enquiries.

· Maintaining a detailed history on the call management system of all issues reported to customer support.

· Performing general administration and back office duties within the support environment.

Qualifications

· Good organization and administrative skills.

· Technical certifications/accreditations and/or proof of previous training are a plus.

· HNC/HND/Degree or equivalent in an IT or IT related technical subject

Skills

· Enthusiastic about helping people solve their problems.

· Good listener, and can work collaboratively with our customers.

· Excellent communications skills: you understand people, and people understand you.

· Outstanding spoken and written language skills, in the languages specified.

· Translate “techno-speak” into layman’s terms.

· Finding long-term solutions, not just a quick-fix.

· Team Player.

· Fluency in English (spoken and written).

· Proven technical support skills.

· Proven writing skills.

Knowledge / Abilities

· Knowledge of networking and web technologies, but know that there’s always more to learn.

· In-depth knowledge of either the Macintosh and Windows operating systems

· Interested to learn about new technologies and methods and can show initiative in finding and creating solutions to problems

Working Environment

· Contact Centre environment for training in our Kingston upon Thames offices.

· You will then move to Work from Home environment

· You will be contracted to deliver 24 hours of support to our customers over the course of a weekend. This will be scheduled and rostered

· Agents are expected to be flexible between the following hours:

o Saturday 00H00 (midnight) until Sunday 23H59 (midnight)

o 24 hours per weekend, this will include US Bank Holidays

A Position You’ll Love

· You’ll help business and consumer software customers achieve their potential.

· You’ll solve the toughest networking, security, connectivity and design problems.

· You’ll publish your solutions to our Knowledge Base, solve thousands of customer questions, and achieve support-immortality!

Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

· GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.

· BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.

· WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.

· GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.

· MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Technical Customer Care Advisor - Out of Hours


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