2nd Line Support

Role: 2nd Line Support
Location: South West - Hybrid / Remote (ad hoc visits to clients in South West area)
Hours: Monday - Friday
Pay: 28,000 - 32,000 per annum

An excellent opportunity has arisen for a 2nd Line Support / Engineer to join one of our longstanding clients, an exciting company in the South West of England. This role will be remote with ad hoc visits to clients as and when needed, with some on call work being expected (shift allowance included).

Benefits:

The business offers some great benefits such as flexible working arrangements to enhance your work life balance, learning opportunities and a supportive environment. This friendly company has some ambitious substantiality targets, offers additional holiday days and encourages volunteering days to all employees, to give back to the local community.

The Requirements:

• Strong communication skills with a professional and approachable telephone manner.
• Proven ability to follow procedures while building trust and rapport with customers.
• Ability to stay composed and confident in challenging situations while working toward a resolution.
• Skilled in gathering relevant information, analysing issues, and taking swift, appropriate action.
• Highly organized, able to manage tasks and escalations efficiently while maintaining service excellence.
• Proficient in numeracy, written communication, and data entry with a high level of accuracy.
• A logical and methodical approach to problem-solving.

The Role:

• Prioritising the customer experience in all aspects of our work.
• Managing incoming inquiries through phone, email, online portal, and live chat, ensuring timely responses within set targets.
• Identifying, logging, and resolving issues efficiently, including necessary escalations, while keeping customers updated. Coordinating on-site visits when remote resolution is not possible.
• Owning assigned cases from start to finish, even when delegating tasks, to uphold a high standard of customer satisfaction.
• Communicating effectively via the most suitable channels to resolve issues promptly and minimize delays.
• Collaborating with third-party providers when necessary to achieve case resolution.
• Ensuring all cases adhere to agreed service levels, proactively seeking senior engineer support as required.

If you're keen to join an exceptional team who can offer flexible working then please apply to this 2nd Line Support / Engineer role below or call Jamie Watson (phone number removed) between 9:00am and 5:00pm.