Warning: This vacancy expired on 28th Jul 2008.

Job details

Job Description

Product Support / 2nd Line Helpdesk (IT/Imaging range), £23.5k

Do you want to join a global leader supplying world class products?

SALARY: £20,216 to £22,464 plus 5% performance bonus.
BENEFITS: 25 days holiday, staff discount, Final Salary Pension Scheme, Life Cover, Refer a Friend Scheme (£1000) plus other excellent benefits.
LOCATION: Elstree, Hertfordshire (commutable from Watford, Hemel Hempstead, Welwyn Garden City and North West London).

COMPANY:
Our client is a global provider of imaging solutions. They provide first class training and excellent benefits as well as a management team that will support and encourage you.

ROLE:
This is an excellent opportunity to provide 2nd level technical support to customers throughout the life cycle of consumer imaging products (cameras, camcorders, printers etc). This is not an inbound call centre as many queries received are logged online however you will be expected to contact customers so you must have excellent written and verbal communication skills.

You will need to demonstrate your ability to manage and resolve customer queries and disputes in addition to demonstrating commitment, attention to detail and a desire to deliver excellence. In return you will see the results of your efforts reflected in business performance and be rewarded by working in a fun and informal working environment, where innovation is welcomed and career development is supported.

RESPONSIBILITIES:
a) Provide an excellent level of support to direct customers in technical, presales and marketing queries and refer any unresolved issues using the correct escalation procedure.
b) Deal with customer complaints in a professional and timely manner either by taking the necessary steps and/or escalating on the customer's behalf to the correct internal department.
c) Create and deliver coaching programmes to the level 1 Helpdesk and overview coaching for other staff.
d) Monitor the quality and accuracy of information given to customers.
e) Spend time on self development/product training to ensure you are up to date with the latest product technology.
f) Meet the defined targets relating to the departments Service Level Agreements (SLA's)

ESSENTIAL SKILLS/EXPERIENCE:
a) You must have previous experience in a similar helpdesk or technical support role.
b) A strong interest and/or a good technical knowledge about IT software/hardware, cameras & imaging products, electronic equipment etc.
c) Excellent customer service experience with fault resolution and complaint management skills.
d) Strong written and verbal communication skills.
e) Some form of transport as the offices are based remotely.

This vacancy is being advertised by (web address removed) , the UK's leading Flat Fee Recruitment Agency. The services advertised by (web address removed) are those of an employment agency.

Apply for this job

To apply for this job, simply click on the "Apply for this job" button below right. By clicking the button you can track your applications through the website. Phone numbers and email addresses are removed from job details on purpose. Please do not email the website.

Recommend this job to a friend

Think this job might be up your friend's street? Recommend it to your friend and we will send them email on your behalf.

View more jobs from Verticality Ltd - IT