Alma Personnel are proud to be representing their tech client to recruit for an enthusiastic Customer Support Advisor.

Being the first point of contact, putting the customer first every time, you will assist them in providing the best service possible. you will be taking daily calls, dealing with any technical queries and help with any troubleshooting issues.

What we expect from you :-

• Experience in customer care/service
• Good communication skills, both written and verbal
• Strong active listening skills
• A real passion for service and customers
• Enjoy working as part of a team but also have the ability to work on your own initiative
• The ability to prioritise and organise your own time and tasks
• Good administration skills
• A positive attitude and good work ethic
• Problem solving
• General knowledge of standard Microsoft Office packages, including Excel, Outlook and Word
• The ability to combine talking and typing.

Responsibilities :-

• Prompt, friendly, and efficient support to customers via phone, email, and chat, resolving inquiries and issues with professionalism and empathy.
• Diagnose and resolve technical issues, products, including software setup, configuration, and connectivity problems.
• Develop deep knowledge of product solutions to assist customers with setup, usage, and optimization of our safety devices and software.
• Accurately document and manage support requests using our ticketing system, ensuring timely follow-up and resolution in line with SLAs.
• Educate customers on features, updates, and best practices, helping them maximize the value of their product solutions.
• Effectively escalate complex issues to technical teams when necessary, while keeping the customer informed throughout the process
• Manage and maintain stock levels by accurately tracking, organising and controlling stock to ensure the availability of products, minimise shortages and optimise stock levels
• Oversee and manage the cancellation process, ensuring all requests are handled efficiently and accurately while maintaining clear communication with customers and minimizing service disruptions.

A qualification in IT related degree or computer science or related field is preferred, however a strong customer support background is essential.

Tech support or technical customer service is an advantage as is familiarity with cloud-based software, mobile apps, and GPS technology.

Proficient in CRM software (e.g. HubSpot, Saleforce) and MS Office Suite (Excel, Word, PowerPoint). Proficient in using and organising team meetings in Microsoft Teams or the willingness to do learn

• Excellent verbal and written communication skills with the ability to convey complex information clearly and effectively.
• A proactive approach to problem-solving with strong analytical skills and attention to detail.
• Passionate about helping customers with a commitment to delivering an exceptional customer experience.
• Ability to thrive in a fast-paced environment, managing multiple tasks and adapting to changing priorities.
• A team player who works well with others but can also take initiative independently.

We offer :-

Company pension (3% contribution)

On going training and development

Onsite free parking

25 days hols + Stats

Family friendly environment

£24,000 salary.

9-5pm Mon to Fri