IT Support Customer Care – Godalming

Salary:£20,000 - £24,000
Sector:Customer Service

The Customer Services Consultant will be responsible for answering and logging incoming support calls to the department, managing a queue of calls, resolving calls efficiently, re-assessing your workload each day and reassigning calls where appropriate.  The consultant is also responsible for delivering the front line service to customers in a professional and courteous manner.

The Customer Services Consultant will be providing both non-technical and technical support to customers. Will work alongside the Technical Support team in order to obtain full information on issues reported by the customer and will have access to a Team Leader to assist and guide where possible.

Main duties and responsibilities:

  • Act as the first point of contact for support issues from customers.
  • Investigate customer issues and obtain relevant and substantial information with the aim of resolving the initial call or passing the issue with full details onto the Technical Support team.
  • Resolving tickets via email or phone using remote connection tools.
  • Initial calls should be limited to roughly 30 minutes.  Ticket should be logged and if the issue cannot be resolved then this should be escalated onto the Technical Support team.
  • Tickets should be logged professionally using the information required and the ticket reference provided to the customer.
  • Critical issues should be logged and managers should be informed and then immediately escalated to the relevant team.
  • Updates should be provided to the customer regularly (at least daily).
  • Carry out out-of-hours support when requested to do so.
  • Carry out remote installation work within business and out of office hours when required:
    • AVG Renewals/Installs
    • Voyager/Merlin License updates
    • Upgrade pre-check work
    • Voyager Upgrades
  • Any other module setups
  • If issues are escalated to another team/department, full communication should be provided to the customer on a regular basis.
  • Proactively help to resolve issues and updating customers.
  • Be available for on-site installations (in/out of hours), if required.
  • Ensure critical issues are resolved before the end of each day.
  • Attend regular team meetings.

Other duties / skills:

  • Be fully conversant with and comply with the rules of the Companys Health & Safety Policy.
  • Attend Fire and Health & Safety Training as specified by management.
  • Ability to prioritise and execute tasks in a high-pressure environment.
  • Ability to work within a team-oriented, collaborative environment.
  • Good written and oral communication skills.
  • To carry out any other duties as may be appropriate to the grade and scope of the post.

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

Apply now


Would you like to discuss this role further?
Speak to the 2i Team: 01483 414719

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