AMPAC Technical Support Agent

  • The SmartList
  • Galashiels, Galashiels, Scottish Borders TD1, UK
  • Nov 05, 2017
Full time Information Technology Telecommunications

Job Description

LOCATION: Netherdale, Galashiels

SALARY & BENEFITS: Good rates of pay, generous discount on products

WORKING HOURS: 40 hours a week, Mon - Fri 1500 to 2330

THE COMPANY: Our client is committed to delivering the ultimate home listening experience to their users. They are a digital marketing and customer service global outsourcer, providing customer-engagement services to Global 2000 companies. Their differentiated end-to-end service platform effectively engages consumers at every touch point in their customer lifecycle, starting from digital marketing and acquisition to customer support, technical support, up-sell/cross-sell and retention. They provide services through multiple communication channels encompassing phone, e-mail, web, chat, social media and digital self-service.

THE ROLE: Due to continued success, we are currently looking for creative and enthusiastic AMPAC Technical Support Agents to join a fast growing support team in Netherdale, Galashiels. Working as part of a warm, friendly and supportive team, you will provide outstanding technical assistance to their customers through live troubleshooting and problem isolation.

Provide clear and excellent customer care to existing or new customers, ensuring a high customer satisfaction and NPS through both voice and e-mail contact.
Pro-actively take ownership of open issues and interface successfully with management and the engineering team.
Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure.
Follow-up with the customer until the issue is resolved.
Identify, analyse and solve software and hardware issues.
Work with music services and all operating systems (Mac, Android, Windows and iOS).
Handle pre-sales and sales opportunity through both voice and e-mail contact and place orders.
Handle general product information contacts through both voice and e-mail.
Demonstrate an ability to troubleshoot, analyse and identify solutions using existing guidelines and tools.
Utilise proper CRM tools and systems.

THE CANDIDATE: As a AMPAC Technical Support Agent you will be decisive, an action oriented individual who takes ownership of open issues and who can work independently and as part of team. You will have the ability to troubleshoot problems, research and find answers to consumer questions and work under pressure. You will be committed to constantly learning, expanding and sharing your knowledge.