Our client is seeking a dynamic and motivated Technical Support Advisor to join the team, ensuring the highest standards of service are consistently met.
This is an exceptional opportunity for a Technical Support Advisor to join this global company within their prestigious, modern Chester office. The is a full-time permanent position.

ESSENTIAL EXPERIENCE:

The successful candidate will:
· Have a minimum of two years’ experience working within technical support position
· Strong interest in IT and technical support
· Ability to learn complex product portfolios across multiple brands
· Customer email and live chat experience
· Be enthusiastic and have a positive can-do attitude
· Ability to multitask
· Case management experience managing own workloads and priorities
· Desire for continuous improvement – always looking for ways to improve ways of working
· Knowledge of CRM software
· Experience working towards strict KPIs and targets
· Ability to work across multiple screens, navigating various systems simultaneously

The successful candidate will:
· Provide Level 2 support, handling all escalations received from level 1 as part of the Service Operating model, where more technical support is required on product, software, fitting issues and audiological support
· Escalation of cases to level 3 where further support is required
· Investigation into quality complaints and escalation via QMS process to ensure resolution as per regulations
· Provide trouble shooting solutions to support customer queries and capture in local CRM to ensure trends can be monitored
· Support and training given to customers based on their specific needs