Technical Support Representative

Company Description:
Web Hosting
Start Date:
August 2007
Working Hours
Shift Rotation
Location:
London, E1 - closest Station Liverpool Street

Job Summary

Reporting to the Call Centre Manager, the successful candidate will provide day to day support to national and international customers. The ideal candidate will be proactive in bringing forward new approaches and strategies on providing better customer support.

Key Responsibilities

  • Working within the Call Centre
  • You will work on a Shift Rota basis designed by your Team Leader
  • Provide support and resolve customer queries on a 1ste line - 3rd line support basis
  • Communicate and work with other internal departments to troubleshoot and resolve technical problems.
  • Provide Phone support to all incoming support calls
  • Provide ticket support and write professional responses to the customer's technical questions
  • Provided technical support such in, TCP/IP, DNS, ADSL, LAN, Proxy settings and general browser queries
  • You would need to keep your team and your Line Manager informed of all new queries and issues within the system
  • You would also need to keep your team and your Line Manager informed of all new queries and issues which customers are facing

Basic Skills

  • Knowledge of internet and intranet concepts
  • In depth knowledge of browser functionality and configuration
  • 1 to 2 years of customer service experience required
  • Exceptional verbal and written communication skills
  • Quick and accurate typing and data entry skills; minimum 30wpm
  • Must be able to maintain a high degree of confidentiality
  • Great attention to detail
  • Ability to handle multiple tasks
  • People oriented; even tempered
  • Team player
  • Foster company success through a professional appearance, being courteous to customers by having a positive attitude
  • Experience and knowledge of ISP Hosting Service Provider
  • Good verbal and written English
  • Good communication skills

Technical Skills

  • Microsoft Windows 9.x, ME, 2000/XP Professional, NT Workstation, NT Server, Server 2000 / 2003
  • Active Directory
  • TCP/IP, DNS, ADSL, LAN & WAN Proxy settings
  • Internet technology
  • Thorough knowledge of PHP/CGI programming script
  • MS Office Suite, MS Outlook, Internet Explorer, Firefox

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