Job Title
Technical Support Agent
Location
Internal role, based at Cardiff
Role Summary
This role will give you the opportunity to join our fast-paced, award winning Technical Support Department. The focus is supporting our business customers on the telephone, face to face or via email. Tasks include dealing with and resolving customer queries and issues in a professional manner, whilst maintaining the DVS brand and giving the best advice and support possible. You will have a strong desire to learn and improve your technical skills and knowledge
Main Responsibilities
· To provide telephone and remote support to customers experiencing technical difficulties with electronic and CCTV equipment
· Log all calls within management software (Sage CRM) and record detailed notes
· Troubleshooting and testing functionality of equipment and associated components
· Communicate with customers in an efficient and professional manner
· Deliver customer training
· Attend training on new releases of technology (sometimes outside of normal working hours)
· Drive to improve your technical knowledge in and out of work hours
· Develop good customer relations
· Working as part of a team and individually
Key Attributes
· Working with customers to be able to identify issues and find resolutions
· Excellent customer service and communication skills
· Excellent analytical and problem solving
· Great initiative
· Self-motivated to strive for excellence
· A drive to learn and keep up to date with technical advancements
· On-going training is provided but your desire to learn and further your knowledge is essential
Experience
· Excellent professionalism and customer service
· Knowledge of basic electronic principles and computing
· IT literate
· Technical support
· Customer service
· A keen desire to learn about new technologies, electronics, computing and networking
· CCTV Industry knowledge is a positive but not essential
Benefits
· 25 Days Holiday Per Annum Plus Statutory Bank Holidays; increasing to 28 Days Holiday Allowance after three years’ service
· Private medical insurance
· Workplace pension
· Buy/sell holiday scheme
· Company sick pay
· Income protection
· Employee assistance programme
· Company social events
· Charity days & events
· Annual flu vaccination
· Casual dress code
· Free parking
· Enhanced maternity & paternity leave
· Share incentive scheme
· Profit-related pay
· Electric vehicle scheme
Discounted gym membership
DVS, a part of Midwich Group, is an equal opportunity employer and welcomes applicants from all backgrounds. If you meet the qualifications and are interested in this opportunity, please submit your resume and cover letter for consideration.
Pay: £26,500.00 per year
Benefits:
- Casual dress
- Company events
- Free flu jabs
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
Work Location: In person
