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OVERVIEW

You’re the person that everyone considers their personal – and personable IT support. Hardware, software, and the latest gadgets – you know how they work, and better yet, you know how to explain their use to everyone else. We need a Customer Education & Support Agent who is versatile, a problem solver, a people person, and an up-and coming configuration genius. Someone who truly enjoys:

    • Solving mysterious product problems which usually involves re-educating the reporter
    • Resolving installation and configuration issues.
    • Using logic to solve the riddle, push forward and meet deadlines.
    • Responding to customers via phone and email in a pleasant and professional manner.
    • Enquiring about and striving to satisfy customers’ needs and desired outcomes.

WE ARE LOOKING FOR SOMEONE…

  • Dedicated to delighting & educating customers.
  • Someone with two years of first-point-of-contact tech support experience that understands every call is unique – to the caller – and every caller is important.
  • Who is highly analytical, highly intelligent, responsive, quick thinking, engaging, and with a sense of humour.
  • Who lives to learn. You love technology and you pick up new software skills easily.
  • Who is a puzzle solver, the calm voice of reason with endless patience to help customers.
  • A person that understands the basics of software installation and configuration in Windows environments.
  • With some experience of server and network technology, you’ll be comfortable with the concepts of, if not the detail of: LAN/WAN, TCP/IP, VPN, SQL Server, Active Directory.
  • Who is familiar with Learning Management Systems and creating self help content
  • Who can play well with internal and external teams.
    Someone with a commitment to working across teams to solve the issues.
  • Who won't crack under pressure, prioritizes effectively and thrives on deadlines.
  • With excellent and confident written and spoken communication skills.

THE IDEAL CANDIDATE WILL…

  • Have an undergraduate degree in a business or technical discipline.
  • Have knowledge of Finance or Accounts Payable in large Corporates or Public Sector
  • Have knowledge of CRM tools such as SalesForce.com
  • Be familiar with Remote Desktop Support tools – such as Team Viewer, WebEx or Juniper
  • Be an advanced user of Microsoft Excel

ADDITIONAL INFORMATION

  • The role is based at our UK Head Office in Reading, Berkshire, UK
  • FISCAL’s standard working hours are 08.30 – 17.00 Mon – Fri
  • Flexibility in working hours to suit the nature of the customer engagements is essential.
  • This role includes joining the Out of Hours support rotation team.

 

Application for:

Education & Support Agent

UK Head Office, Reading

Your details

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