Description
We are currently seeking an experienced 1st Line Technical Support Advisor to join an extremely reputable, family-run SME based in Hereford. As a 1st Line Technical Support Advisor, your primary responsibility is to provide prompt and efficient technical support to customers or end-users. You will be the first point of contact for customers and Engineers seeking assistance with technical issues or inquiries, and you will play a crucial role in ensuring customer satisfaction and problem resolution.
Key Duties and Responsibilities...
* Providing 1st line technical support for the existing products, respond to customer and Engineers inquiries, troubleshoot technical issues, and provide appropriate solutions in a timely manner
* Use diagnostic tools and knowledge bases to guide customers through step-by-step resolutions
* Maintain accurate and detailed documentation of customer interactions
* Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions
* Assist customers and Engineers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed
* Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency
Requirements
1. Proven experience in a cus...