Job Description:

Customer Service / Technical Support Advisor

Location: Central Birmingham
Working Pattern: Hybrid working available
Employment Type: Full-time

The Opportunity

Our client is looking for an experienced Customer Service / Technical Support Advisor to join their growing team based in Central Birmingham.

This is a customer-focused role that requires someone who is confident troubleshooting and resolving customer issues over the telephone. You will be speaking directly with customers, understanding the problem they are experiencing, asking the right questions and guiding them through the appropriate steps to reach a resolution.

We are looking for someone with previous experience working within a contact centre or customer service environment, ideally in a role involving telephone-based troubleshooting, technical support or problem resolution.

You do not necessarily need to come from a highly technical background; however, you must be naturally confident when it comes to problem-solving, following processes and talking customers through solutions clearly and patiently over the phone.

Key Responsibilities

• Handle inbound & outbound customer calls in a professional, friendly and efficient manner.
• Troubleshoot customer issues over the telephone and work towards a first-time resolution wherever possible.
• Ask appropriate questions to accurately diagnose the customer's problem.
• Guide customers through step-by-step troubleshooting and resolution processes.
• Provide an excellent level of customer service throughout every interaction.
• Take ownership of customer queries from initial contact through to resolution.
• Accurately record customer interactions, actions and outcomes on internal systems.
• Escalate more complex issues to the appropriate team when required.
• Keep customers informed of progress and manage expectations effectively.
• Work within agreed service levels, processes and quality standards.
• Collaborate with colleagues and other departments to resolve customer issues efficiently.

What We're Looking For

Essential experience:

• Previous experience working within a contact centre / call centre environment.
• Strong customer service experience, particularly dealing with customers over the telephone.
• Previous experience troubleshooting or resolving problems over the phone.
• Confident handling a high volume of customer interactions.
• Excellent verbal communication and active listening skills.
• Strong problem-solving ability and a logical approach to diagnosing issues.
• Ability to explain instructions clearly to customers with different levels of technical understanding.
• Patient and professional when dealing with frustrated or challenging customers.
• Comfortable using CRM, ticketing or customer management systems.
• Good attention to detail and accurate record keeping.

The Ideal Candidate

You will be someone who genuinely enjoys solving problems and helping customers.

Rather than simply taking a message or passing an issue elsewhere, you will be comfortable taking ownership of the problem, investigating what has happened and talking the customer through a solution.

You will be confident on the telephone, able to build rapport quickly and capable of remaining calm and methodical when dealing with more complicated customer queries.

Previous experience in technical customer service, helpdesk, product support, telecommunications, utilities, technology, engineering support or another troubleshooting-led contact centre environment would be particularly beneficial.

Working Location

The role will be based from our client's Central Birmingham offices, with hybrid working options available.

This is an excellent opportunity for an experienced contact centre professional who wants to move into a role combining customer service, problem-solving and telephone-based technical support.

Ardour Associates values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.

#customerservice
#troubleshooting
#customersupport
#contactcentre