Nigel Frank International
Technical Support Coordinator
3-Month Fixed-Term Contract
About the Role
We're looking for a proactive and customer-focused Technical Support Coordinator to join our Customer Support team on a 3-month fixed-term contract.
As the first point of contact for customers, you'll play an important role in delivering an excellent support experience. You'll be responsible for answering incoming enquiries, logging support tickets, gathering key information about technical issues, and ensuring each request is prioritised and assigned to the correct team.
This is an ideal opportunity for someone with previous customer service, helpdesk or technical support experience who enjoys working in a fast-paced environment and takes pride in providing outstanding service.
Key Responsibilities
- Act as the first point of contact for customers contacting the Technical Support team.
- Answer incoming telephone calls and respond to customer enquiries in a professional and friendly manner.
- Accurately log all support requests within the ticketing system, ensuring all relevant information is captured.
- Ask the right questions to fully understand each customer's issue before assigning the ticket.
- Assess the urgency and impact of each request, applying the appropriate priority level.
- Escalate high-priority or complex issues to the relevant technical teams.
- Keep customers updated on the progress of their support request and manage expectations throughout the process.
- Ensure all customer interactions are recorded accurately and in line with company procedures.
- Work closely with the wider support team to ensure a smooth and efficient service.
About You
We're looking for someone who is organised, confident and enjoys helping customers.
You'll ideally have:
- Previous experience in a customer service, helpdesk, service desk or technical support role.
- Excellent communication skills, both written and verbal.
- A calm and professional approach when dealing with customers, including challenging situations.
- Strong attention to detail and the ability to accurately record information.
- Good organisational skills with the ability to manage multiple tasks and priorities.
- Confidence using computer systems and learning new software.
- Experience using a ticketing or service desk system would be beneficial but isn't essential.
What You'll Receive
- Competitive salary.
- A supportive and collaborative team environment.
- The opportunity to gain valuable experience within a growing technology business.
- Ongoing support and training throughout your contract.
- A varied role where no two days are the same.
To apply for this job please visit www.reed.co.uk.
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