Technical Support Agent

• Understanding the operation of our bespoke software systems, the hardware and software for the both applications, and to seek ways to improve the reliability and performance of the systems.
• Take customer calls and attempt to resolve the customer's enquiry or issue by remotely connecting to customer sites.
• Telephone customers and talk through certain functions, and explain the causes and solutions to the problems.
• Participate in the out of hours support rota (this could amount to 1 week in 8)
• Escalate issues to your line manager as appropriate (and according to procedure)
• Maintain a high level of call logging issue quality (ensuring others can follow your work)
• Liaise with customers professionally at all times
• Participate in ongoing training as systems evolve and new features or functionality is built
• Ensure the working environment is kept tidy and professional at all times
• Ensure that your own technical knowledge is kept up to date

• Excellent IT literacy, fast accurate keyboard skills

• Confident and clear communicator (verbal, written and listening skills)

• Proven track record in customer service and support

• You have demonstrable organisation skills, including time management, prioritisation of tasks, and self-motivation

• You are professional in manner, approach, appearance and confidence

• You are motivated to learn and disseminate information.

• You have a strong work ethic.

• You have strong attention to details

• You are hard-working and committed, with a sense of humour

This is a full time permanent role offering a competitive salary and excellent non salaried benefits.

Scout Recruiting is now recruiting on our clients behalf, forTechnical Support Agents. This role will require you to work directly with their customers, educating them on features, diagnose issues and carry out remote remedial work to the software. Day-to-day, they work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas.