Customer Support Agent – Stockport. Our client based near Stockport is currently looking for a Customer Support Agent. You will be providing user support and customer service on company supported applications and platforms. Troubleshoot problems, provide an effective first fix service, and advise resolver teams on appropriate options where problems cannot be fixed at the front line.

Key Responsibilities
* Work within an ITIL framework to provide 1st line support via telephone and email for the company’s bespoke software
* Utilise the company’s Service Management Tool to log, track and report on all telephone and email enquiries ensuring resolution within the contracted Service Level Agreements
* Research, diagnose and resolve queries using available information resources and/or liaising with internal departments to advise user on appropriate action
* Identify and escalate situations requiring urgent attention
* Liaise with existing clients and the resolver teams to assist in the identification of commercially important areas of development within the software.
* Track, analyse, record and verify all software functionality discrepancies and development corrections utilising the company’s Service Management software
* Provide constructive, well documented feedback to the development team to assist in the production of high quality product
* Escalate any critical issues to the Support Desk Team Leader

Required Technical Skills
* Good experience in a Customer Service environment
* Good experience in a travel or payments business
* Experience of working on a technical helpdesk, with a proven ability to investigate and solve technical problems
* Experience of working with technical resolver teams
* Experience of working within Service Level Agreements ensuring timely resolutions
* Exposure to ITIL principles
* Strong experience with Microsoft Windows

Preferred Skills
* An ITIL Foundation qualification, whilst not necessary for the role, will offer a great advantage
* Must have a good appreciation of customer service
* Must have worked in a technical environment of some description
* Must have strong interpersonal skills
* Must be able to communicate in a clear concise manner (written and verbal)
* Must be able to work within a team environment
* Must be self-motivated with a strong work ethic
* Must have good analytical skills
* Must be methodical and accurate with a good attention to detail

Customer Support Agent – Stockport.

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Job Reference: 55444_1559556899

Salary: £20000 - £25000 per annum + Benefits

Salary per: Annum

Job Duration:

Job Start Date: ASAP

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