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Customer Support Technician

Customer Support Technician

Kick-start your technical career with a growing and ambitious company that offers great career opportunities. Bit Systems limited are an integrated software solutions provider that focuses on supply chain solutions. You will join a growing team and full training and career development plans are available to support your career growth into the world of solutions consulting.

We are now looking to recruit a bright and forward-thinking Customer Support Technician or Customer Support Graduate to join our Support Services team in helping them deliver on their customer services objectives.

The role will provide IT hardware and software installation support for end-users, including the install of new hardware, Inventory/manufacturing products operating systems and software programs; troubleshooting, testing hardware, handsets, IT-related problems and monitoring and maintaining computer systems to ensure optimum performance.

This role will be succession planned after 12 months into an Implementation Consultants role as part of our progressive talent management programme. Reporting to the Support Services Manager, and based in Cardiff in state-of-the-art offices, and the post holder’s key responsibilities will be, but not limited to;

  • Receive calls from users in relation to any technical problem or queries.
  • Ensuring that all customer requests and queries are dealt with promptly in a professional manner whether by phone, help desk management engine or email and within the requested time frame.
  • Preliminary investigation of all customer requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault finding techniques.
  • Responsible for ensuring customer satisfaction at every step of problem/product support resolution and document reported product issues.
  • Input data onto systems to ensure they are kept up-to-date with regards to customer requests, changes in proposed dates, customer updates.
  • Ensures that any customer service investigations and resolutions are managed in a timely manner and escalated where required.

Ideal Customer Support candidates should ideally possess:

  • Possess a confident, friendly telephone manner.
  • A positive can-do attitude, supported with good customer facing skills with a patient/calm approach.
  • Possess a willingness to learn a range of technical solutions.
  • Problem solving skills and can use own initiative.
  • Proficient user of Microsoft Office.
  • Good personal organisational skills.
  • Be accurate, with an eye and attention for detail.
  • Experience of dealing with customers.
  • Any knowledge of SAGE 50 would be an advantage although full training will be provided.

In return, you can expect a £competitive salary, bonus, permanent employment, pension, free onsite gym membership, free transport from Cardiff city centre to site, or free on-site car parking and a range of benefits with superb career opportunities as the company is growing exponentially and possesses a work-based culture, career advancement and considerable personal development opportunities that any employer in this sector will be hard pressed to beat.

It’s an exciting time to join Bit Systems as we are expanding which will give you an opportunity to really stand out, develop and grow with a progressive organisation.

Applications required ASAP as interviews will commence immediately.

Due to the urgent nature of the role and the requirement for candidates to attend for interview in person we are unable to consider overseas candidates at this time, so please do not apply.

Due to the response expected – cv’s submitted by recruitment agencies will not be considered at this time.

Bit Systems does not accept any speculative CVs received from recruitment agencies where terms of business have not already been signed and will not consider or agree to payment of any recruiter fee under these circumstances. In the event that speculative CVs are submitted by recruitment agencies, we reserve the right to consider these as “gifts” without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.

Company information – Bit Systems (part of Techsol Group) are an independent software solutions provider, with over 25 years of experience in developing solutions for the manufacturing and distribution industries. Bit Systems have developed a suite of flexible and scalable supply chain management and inventory solutions that integrate together to improve business efficiency and performance.

Job Types: Full-time, Permanent

Salary: From £20,000.00 per year

Job Category: Support
Job Type: Full Time
Job Location: Cardiff

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