Technical Customer Support Representative

10.00 - 10.06 GBP Hourly + GBP10 - GBP10.06/hour
09 Oct 2017
06 Nov 2017
Job Type
Contract Type
Technical Customer Support Representative - Worcester

1. Call handling and resolution of all customer enquiries on a first time basis, taking ownership for the completion of enquiries from initial contact to resolution, where appropriate.
2. To provide customers with timely and comprehensive feedback to their enquiries and actively managed the expectations of the customer.
3. To utilise the Company systems, including liaison with internal/external departments and with CSO's to achieve the effective resolution of all enquiries.
4. Effective diagnosis of symptoms relating to gas delivery systems and the provision of technical information to the customer to aid resolution.
5. To utilise knowledge and expertise to determine whether an engineer visit is required to resolve technical issues.
6. To understand and utilise the escalation procedure for service and safety issues.
7. To be aware of all Service Level Agreements and apply these correctly to the customer base as applicable.
8. The accurate and timely entry of data onto the Company systems relating to all daily Technical Support & MGS functions.
9. To undertake additional administrative duties, particularly in non-core hours, on tasks defined by the Technical Support & MGS management team.
10. To help achieve departmental KPI's/Objectives through the effective and timely management of core activities and administrative duties.
11. To provide flexible shift coverage for the Technical Support & MGS function, including support for holidays and absence as required.
12. To ensure that your actions or omissions do not create unacceptable safety and health risks to yourself or other persons. To report any shortcomings in the company's safety control measures.
13. To carry out any reasonable task as requested by the appropriate authority.
14. To complete all LSO requirements on a monthly bases.
A good standard of education is required along with an empathetic nature, a proficient knowledge of PCs and office communication packages along with excellent listening, verbal and written communication skills. Of key importance is also the ability to learn, diagnose and relay technical information to a diverse customer base. At least one year in a technical type call-centre environment is desired. Full technical training will be provided.

This is a shifted position: For a late shifted contracted employee shifts will include 09:00-17:00, 11:00-19:00, 14:00-22:00 per week. For an early shifted contracted employee shifts will include 06:00-14:00, 08:00-16:00, 09:00-17:00 per week. Every third weekend there will be a requirement to work 1 day of the weekend with a day off being awarded inthe following week (weekend working times are 09:00-17:00 and 13:00-21:00 with weekend shift time being allocated as per contracted shift.

Technical Customer Support Representative - Worcester