Level 1 Service & Support Advisor

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IT Support / Customer Service / 1st Line / Permanent / Tamworth / West Midlands

A well established software company is looking for an experienced Service and Support Advisor to join their team due to continued growth and success.

The company prides itself in being a highly motivated and dedicated support function and so they are looking for candidates that are highly motivated and willing to go the extra mile.

Key responsibilities:

*Be responsible for dedicated client relationships whilst contributing to the attainment of internal and external KPI and SLA compliance.

*Provide high quality customer service, technical support and user assistance to customers, by working with a team of support analysts to handle incoming customer requests via e-mail, telephone or web portal.

*Ensure that all customer requests are logged, controlled and monitored whilst handling complex customer issues to achieve prompt resolution, giving timely and accurate updates throughout the process.

*Identify and manage the appropriate priorities and required actions.

*Provide customers with product usage advice and guidance relating to a comprehensive range of products and services.

*Manage product releases and product enhancements for your clients.

Key skills required:

*Established technical skills and experience of providing first class customer service in a similar role, preferably with basic SQL & C# skills and ITIL experience.

*Excellent organisational and communication skills (written and verbal), with initiative, resourcefulness and a passion for providing superior customer service.

*The ability to quickly adapt to changing circumstances whilst possessing composure and diplomacy to build rapport with customers.

*The ability to work in a pressured environment dealing with challenging customers at times, taking on large amounts of information such as bespoke products and services, and multitask with high workloads and moving targets.

*Excellent interpersonal skills with the ability to liaise effectively in a professional manner.

*Flexible approach with excellent time management, planning and organisational skills.

This is a great opportunity to join an established organisation during an exciting period of development. The salary on offer for this position is £18,000 - £21,000 plus and excellent benefits package.

Please do get in touch if you have any questions about this role and apply ASAP to be considered.

IT Support / Customer Service / 1st Line / Permanent / Tamworth / West Midlands

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.