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1st & 2nd Line Customer Support Technician

Package

Our Offices are in Tavistock, Devon and this role is predominantly office based. Hybrid working is available after successful onboarding and completion of 12 week probationary period.

  • £23,500-£25,000
  • 23 days holiday per annum + Bank Holidays
  • Company Bonus Opportunity
  • Mon-Fri 09.00-17.00 (37.50 hrs per week)

Experience

Customer Desktop IT Support: 1 year (required)

Salary

£23,500.00-£25,000.00 per year

Job Type

Full-time, Permanent

Work Location

In person

Schedule

  • 8 hour shift
  • Monday to Friday

Supplemental pay types

Bonus scheme

Benefits

  • Bereavement leave
  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Discounted or free food
  • Free parking
  • On-site parking
  • Sick pay
  • Work from home

Care Control & Job Profile

Care Control is a fast-growing business specialising in the design, development and delivery of the BEST Care Software in the market. Care Control was founded in 2016 and has grown from strength to strength. The coming years promise to be extremely exciting with some fantastic plans in the pipeline. We are a friendly and varied bunch based in the wonderful town of Tavistock, Devon working from a relaxed and informal office space.

Role Description:

When customers join Care Control our priority is to ensure they implement and start using Care Control effectively and the on-boarding process is as smooth as possible. As customers use our software they will require advice and assistance and this is where our Customer Service Team comes in.

This position offers a chance to join a dynamic and fast paced company, our sole focus within the Customer Service Team to give our customers unrivalled IT support to ensure their experience of Care Control as a partner is second to none.

Do you love problem solving?
Do you thrive on providing great customer service?
Are you a great communicator?

Then please read on and apply!

Responsibilities

Responsibilities

  • To become an expert in our market leading care software to support our valued customers.
  • As a successful IT support, you will have strong communication skills and a desire for providing outstanding customer service.
  • Be part of the primary resolver group for 1st & 2nd line IT customer support issues.
  • You will have strong expertise and the ability to provide rapid solutions in resolving and further investigating possible escalations.
  • Build effective customer relationships to ensure excellent customer retention levels.
  • Managing remote issues for our customers, troubleshooting and diagnosing problems.
  • Accurate CRM recording keeping.
  • To be an excellent and patient listener – our customers work in high pressure environments
  • To be upbeat, resilient, and proactive! – You will be a Care Control ambassador.
  • Answer customer contact via email or web chat promptly, and telephone to enhance the customer experience.
  • Assisting the configuration and set-up of new customers.
  • To ensure customers questions are answered swiftly and efficiently.
  • Excellent collaboration and communication across our business teams.
  • Work to agreed KPI’s to include SLA Ticket closer times, Number of Tickets closed.
  • To keep sensitive information and financial records private and confidential and maintain compliance with all company policies and procedures

About You

Experience & Qualifications

  • A confident communicator who is able to engage at all levels.
  • Strong telephone manner, confident on the phone talking to customers.
  • Ability to remote trouble shoot PCs, smartphones, ipads, iphones, tablets & VMs.
  • Have a good understanding of IT & software, all Microsoft packages, Teams, Quick Assist, TeamViewer.
  • Experience of using CRM customer record keeping systems.
  • Well organised with excellent timekeeping.
  • Minimum 1 Year in Customer Service Role preferred.
  • Educated to A-Level or equivalent Standard preferred.
  • Knowledge of Care Control and / or the Care Sector highly beneficial.
  • Working in a highly diverse, fast paced, experienced team, collaborative working is important to us & as such we do require 5 days a week spent in the office at this stage, reviewable at later phases to a flexible hybrid approach of 3-4 days a week.
  • All offers are subject to satisfactory references and screening checks.
  • Recruitment will be a 2-stage process: initial telephone/remote consultations followed by face-to-face interviews and assessments for candidates who demonstrate the necessary passion and skill sets required.

We look forward to hearing from you!

Apply now
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