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Technical Support Representative

Job description

Job information
Job title	Technical Support Representative
Department & team	Customer Relations
Location	Hammersmith, London
Working hours	37.5 hours per week

Position in the organisation
Reports to	Operations Director
Responsible for	N/A
Works in conjunction with	Customer relations and technical dept
Budget accountability	N/A

Overall purpose of job

To provide first line support to Espresso customers on technical queries.

Main duties & responsibilities

Respond to and resolve customer technical queries received via freephone or support email
For escalated issues, gather facts, troubleshoot, and liaise with IT department to determine resolution
Strive for 100% call closure and customer satisfaction

Knowledge, experience & skills required

In depth knowledge of Windows operating systems
Knowledge of networks, TCP/IP
Excellent communication skills
Knowledge of school network systems (preferably (RM, Winsuite etc)
Some knowledge/exposure to Linux
Database/Goldmine knowledge
HEAT / Call Logging system knowledge
Basic understanding of Linux

Person specification

Competencies

What the individual needs to know and be able to do to carry out the role, including any special aptitudes or skills required, such as numeracy.Influencing

Customer focus
Communication
Interpersonal sensitivity
Analytical ability
Team working
Innovation
Speed

Qualifications and training

The professional, technical or academic qualifications required or the training that the candidate should have undertaken

Database/Goldmine knowledge an advantage
HEAT / Call Logging software knowledge an advantage

Experience

Categories of work or organizations; the types of achievement and activities that would be likely to predict success

Working in a similar role as first and/or second line technical support
Familiarity with school networks, hardware and software an advantage
Experience of customer relations procedures and documentation/extranet an advantage

Specific demands

Anything that the role holder will be expected to achieve in specified areas, e.g. develop new markets or products, improve sales, productivity or levels of customer services, introduce new systems or processes.

Resolve customer technical queries received via freephone or support email
For escalated issues, gather facts, troubleshoot, and liaise with IT department to determine resolution
Strive for 100% customer satisfaction

Organizational fit

The corporate culture (e.g. formal or informal) and the need for candidates to be able to work within it.

Formal and professional to customers but also friendly and approachable

Special requirements

Any additional requirements for travelling, unsocial hours, mobility etc.

During initial training, visit sites for installations

If you are interested in the role, please email your CV and a covering letter explaining how you fit the criteria defined in the job description and person specification to jobs@espresso.co.uk or post to Sandra Molloy, Espresso Education Limited, Riverside Studios, Crisp Road, London, W6 9RL, or fax to 020 8237 1201.

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