Job Title:
Technical Support AdvisorLocation:
ChesterSalary:
£32,000 – £35,000 per annumJob Type:
Full time, PermanentThe hours of work are:
Monday-Friday 8:30am-4:30pm and 9:30am-5:30pm (rota basis)There may be a requirement for occasional weekend workingAre you interested in a career with WSA?Due to continued growth at our Chester office, we have an exciting opportunity of Technical Support within our Customer Experience team.WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years’ experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.Key Responsibilities:The successful candidate will:Provide Level 2 support, handling all escalations received from level 1 as part of the Service Operating model, where more technical support is required on product, software, fitting issues and audiological supportEscalation of cases to level 3 where further support is requiredInvestigation into quality complaints and escalation via QMS process to ensure resolution as per regulationsProvide trouble shooting solutions to support customer queries and capture in local CRM to ensure trends can be monitoredSupport and training given to customers based on their specific needsAbout you:Essential ExperienceThe successful candidate will:Have a minimum of two years’ experience working within technical support positionStrong interest in IT and technical supportAbility to learn complex product portfolios across multiple brandsCustomer email and live chat experienceBe enthusiastic and have a positive can-do attitudeAbility to multitaskCase management experience managing own workloads and prioritiesDesire for continuous improvement – always looking for ways to improve ways of workingKnowledge of CRM softwareExperience working towards strict KPIs and targetsAbility to work across multiple screens, navigating various systems simultaneouslyDesirable:It is desirable but not essential that the successful candidate will:Have experience of handling and resolving complex complaintsExperience working in the audiology industry is highly desirablePreviously worked in a B2B customer relationship environmentHave experience of salesforceBenefits:The Technical Support Representative will be rewarded with a fantastic benefits package including:26 days annual leave plus bank holidaysCompany bonus schemeContributory pension schemeLife assuranceFree onsite parking and moreThis is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation.If you have previous experience in technical support and are interested in learning more about the vacancy, we’d love to hear from you!Candidates with experience of: IT 2nd Line Support Engineer, IT 3rd Line Support Engineer, IT Service Desk Technician, 2nd Line Support Technician, IT Technical Support Specialist,3rd Line Support Technician may also be considered for this role.
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