Technical Support Advisor

Job Title: Technical Support Advisor

Location: Chester

Salary: £32,000 - £35,000 per annum

Job Type: Full time, Permanent

The hours of work are: Monday-Friday 8:30am-4:30pm and 9:30am-5:30pm (rota basis)

There may be a requirement for occasional weekend working

Are you interested in a career with WSA?

Due to continued growth at our Chester office, we have an exciting opportunity of Technical Support within our Customer Experience team.

WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years' experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.

Key Responsibilities:

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

About you:

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

Desirable:

It is desirable but not essential that the successful candidate will:

· Have experience of handling and resolving complex complaints

· Experience working in the audiology industry is highly desirable

· Previously worked in a B2B customer relationship environment

· Have experience of salesforce

Benefits:

The Technical Support Representative will be rewarded with a fantastic benefits package including:

· 26 days annual leave plus bank holidays

· Company bonus scheme

· Contributory pension scheme

· Life assurance

· Free onsite parking and more

This is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation.

If you have previous experience in technical support and are interested in learning more about the vacancy, we'd love to hear from you!

Candidates with experience of: IT 2nd Line Support Engineer, IT 3rd Line Support Engineer, IT Service Desk Technician, 2nd Line Support Technician, IT Technical Support Specialist,3rd Line Support Technician may also be considered for this role.