Role Introduction
Position Overview:
The Technical Support Specialist is responsible for delivering exceptional technical assistance to customers, ensuring timely resolution of issues related to [specific products/services]. This role is critical in enhancing customer satisfaction and maintaining product integrity.
What You Will Do
- Major Performance Areas:
- Customer Interaction & Support:
- Objective: Provide effective and timely responses to customer inquiries via multiple channels (phone, email, chat).
- Performance Indicators:
- Average response time to customer inquiries.
- Customer satisfaction ratings (CSAT scores).
- Resolution rate of issues on the first contact.
- Technical Problem-Solving:
- Objective: Diagnose and troubleshoot technical issues with accuracy and efficiency.
- Performance Indicators:
- Average time taken to resolve issues.
- Percentage of issues resolved without escalation.
- Quality of solutions provided (measured through follow-up feedback).
- Documentation & Knowledge Management:
- Objective: Maintain accurate records of customer interactions and technical issues; create/update support documentation.
- Performance Indicators:
- Completeness and accuracy of support tickets.
- Frequency and usefulness of updated documentation (FAQs, troubleshooting guides).
- Contribution to knowledge base enhancements.
- Collaboration & Teamwork:
- Objective: Work effectively with cross-functional teams to resolve complex technical issues.
- Performance Indicators:
- Participation in team meetings and contribution to team objectives.
- Feedback from peers and supervisors on collaboration efforts.
- Number of successful cross-departmental resolutions.
- Customer Education & Engagement:
- Objective: Educate customers on product features and best practices to enhance user experience.
- Performance Indicators:
- Engagement metrics from customer training sessions or materials.
- Customer feedback on training effectiveness.
- Increased usage of product features post-education.
- Continuous Learning & Improvement:
- Objective: Stay informed about product updates and industry trends to enhance support capabilities.
- Performance Indicators:
- Participation in training and development programs.
- Implementation of learned strategies in customer support interactions.
- Contribution to team knowledge sharing sessions.
What You Will Have
- Key Competencies:
- Technical Proficiency: Strong understanding of [specific technologies, software, or hardware].
- Communication Skills: Clear and effective verbal and written communication.
- Analytical Thinking: Ability to analyze problems and develop effective solutions.
- Customer-Centric Attitude: Focused on understanding and meeting customer needs.
- Adaptability: Willingness to learn and adapt to new challenges and technologies.
What We Do For You
- Generous Annual Leave 20 days, plus public holidays, with the possibility to buy additional days
- Life Insurance 3x times annual salary
- to the latest technologies
Who We Are
OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of 330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to
power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at OneAdvanced please click here
