EXPERIENCE & QUALIFICATIONS

• A confident communicator who is able to engage at all levels.
• Strong telephone manner, confident on the phone talking to customers.
• Ability to remote trouble shoot PCs, smartphones, ipads, iphones, tablets & VMs.
• Experience in hardware and software installations highly beneficial.
• Have a good understanding of IT & software, all Microsoft packages, Teams, Quick Assist, TeamViewer.
• Experience of using CRM customer record keeping systems.
• Well organised with excellent timekeeping.
• Minimum 1 Year in Customer Service Role preferred.
• Educated to A-Level or equivalent Standard preferred.
• Knowledge of Care Control and / or the Care Sector highly beneficial.

• To become an expert in our market leading care software to support our valued customers.
• As a successful IT support, you will have strong communication skills and a desire for providing outstanding customer service.
• Be part of the primary resolver group for 1st & 2nd line IT customer support issues.
• You will have strong expertise and the ability to provide rapid solutions in resolving and further investigating possible escalations.
• Build effective customer relationships to ensure excellent customer retention levels.
• Managing remote issues for our customers, troubleshooting and diagnosing problems.
• Accurate CRM recording keeping.
• To be an excellent and patient listener – our customers work in high pressure environments
• To be upbeat, resilient, and proactive! – You will be a Care Control ambassador.
• Answer customer contact via email or web chat promptly, and telephone to enhance the customer experience.
• Assisting the configuration and set-up of new customers.
• To ensure customers questions are answered swiftly and efficiently.
• Excellent collaboration and communication across our business teams.
• Work to agreed KPI’s to include SLA Ticket closer times, Number of Tickets closed.
• To keep sensitive information and financial records private and confidential and maintain compliance with all company policies and procedures