Technical Support Agent
Key Details
Job Title: Technical Support Agent
Industry: Information Technology & Services, Retail
Employment Type: Full-time
Job Functions: Provide excellent, consistent and professional levels of service to our customers and all aspects of the business.
Location: Essendine, Rutland
Hours: 9am to 5pm – Monday to Friday (35 hour contractual working week)
Holiday: 25 working days holiday plus statutory holidays
Probationary Period: 3 months
About the Role
We’re recruiting new Technical Support Agents to work directly with our customers to educate them on features, diagnose issues and carry out remote remedial work to our software. Day-to-day, we work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas. Every member of the support team also receives direct support from their colleagues, supervisors and management, so a problem for you can be solved by all. We’re also passionate about training and skill development, so an advanced knowledge of these platforms isn’t required from day one.
What you'll be doing
- Understanding the operation of our bespoke software systems, the hardware and software for the both applications, and to seek ways to improve the reliability and performance of the systems
- Take customer calls and attempt to resolve the customer’s enquiry or issue by remotely connecting to customer sites.
- Telephone customers and talk through certain functions, and explain the causes and solutions to the problems.
- Participate in the out of hours support rota (this could amount to 1 week in 8)
- Escalate issues to your line manager as appropriate (and according to procedure)
- Maintain a high level of call logging issue quality (ensuring others can follow your work)
- Liaise with customers professionally at all times
- Participate in ongoing training as systems evolve and new features or functionality is built
- Ensure the working environment is kept tidy and professional at all times
- Ensure that your own technical knowledge is kept up to date
You should apply if:
- You have demonstrable organisation skills, including time management, prioritisation of tasks, and self-motivation
- You are professional in manner, approach, appearance and confidence
- You are motivated to learn and disseminate information.
- You have a strong work ethic.
- You have strong attention to details
- You are hard-working and committed, with a sense of humour
Minimum Requirements:
- Excellent IT literacy, fast accurate keyboard skills
- Confident and clear communicator (verbal, written and listening skills)
- Proven track record in customer service and support
Why Us?
RDP is also an incredibly compassionate employer who believes that flexibility and understanding are fundamental to creating the kind of workplace that our teams want to be part of. Some examples of this are bank holidays included in addition to 25 days of holiday, bonus schemes, an on-site recreational room and events organised by both RDP and the team.
Ask any member of the team and they’ll tell you how welcoming we are all, and we can’t wait to welcome you to the RDP family and help you grow both professionally and as an individual.
- A competitive salary based on experience and industry benchmarks with yearly salary reviews
- Twice yearly bonuses
- A flexible working environment
- 25 days annual leave + Long Service Award of one extra day annual holiday for every 5 years worked
- Life assurance
- Pension scheme (4% employers’ contribution)
At RDP we embrace diversity and equal opportunity, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
