Technical Support
Role details
Job location
Tech stack
Job description
iHASCO is looking for smart problem-solvers who are detail-oriented, experienced and motivated to provide excellent service to our Clients and your iHasco colleagues. You will get to know the core features of our iHasco eLearning at an experienced level. The primary responsibility is to handle customer issues over the phone as well as through tickets, email and live chat.
Technical Support must be able to identify the issue by troubleshooting and testing with the customer and work with the Development Team as needed, to resolve any issues to our customer's satisfaction. You will have the opportunity to improve processes and customer experience by creating new knowledge about our product and providing your insights to fellow colleagues and the management team.
We work in a very fast-paced environment so you will need to have good time management skills, be ready for challenges, be quick to learn and be proactive within the workplace.
Crucially, you will need to be meticulous, have a pleasant, helpful manner and be able to deliver first-class customer support to not only our clients but in-house staff too.
You'll be working with a friendly, eager and committed group of people who appreciate a similar work ethic and a sense of humour!
- Act as 2nd and 3rd line support - Provide professional technical support to iHasco clients via phone, Live Chat freshdesk and email updates and clearly communicating the outcome to clients and their iHasco Client Development or Customer Success Manager.
- Understanding, Investigating and resolving technical requirements/ issues concerning client's accounts, learners training or company software infrastructure.
- Act as technical advisor on prospect calls supporting New Business colleagues as well with our Client Development and Customer Success teams to support our existing customers.
- Provide guidance to customers how use SCORM files.
- Meeting obligations of Service Level Agreements between iHasco and its customers.
- Maintain a comprehensive and up to date understanding of the functionality and processes of iHasco systems in order to work efficiently and provide customers with solutions.
- Providing cross functional feedback and insights to the teams on ways to better serve our customers and improve our product offering.
- Become an expert in the iHasco product and helping others to do the same.
- Become an expert in the wider Citation offering, along with its Altas platform.
- Complete any reasonable ad-hoc requests as may be required on occasion., Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
Post-Wedding Bliss: Newlyweds, we've got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
Growing Families: We're all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
Healthcare cash plan: Your well-being is our priority. That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best. Similar jobs, TITLE: Technical Support Manager , Academy & Technical Upskilling Location: Near Southampton (with occasional travel to Swindon, Peterborough, Sheffield) Salary: £52,000 basic + 22 days holiday + company vehicle Industry: Fire & Security / Technical..., We're recruiting for a technically skilled Technical Support Engineer to join a growing aftersales and service support function based in Portsmouth. This is an excellent opportunity for someone with an electro-mechanical background and experience supporting heat pumps..., Your New Company Hays Building Services are pleased to be assisting a growing organisation in Bristol with the recruitment of an Engineering Technical Support to join their expanding team. Your New Role You will ensure quality assurance, technical compliance, and smooth..., We are looking for somebody technically minded with an interest in civil engineering and construction, you will work as part of the Structural Support Solutions sales team promoting our market leading UniShore product range and delivering the service excellence that is..., Technical Support Building Management Systems Job Title: Technical Support & Sales Engineer HVAC Actuators & Valves Industry Sector: Actuators, Controls, Valves, Building Controls, HVAC, Ventilation Products, Ventilation Systems, Air Handling Units, Ventilation, Extract..., Job Title: Technical SupportLocation: RoystonWorld-changing careers, enabled by Johnson Matthey. With more than 200 years history, join us and help to accelerate the transition to net-zero! As a Technical Support, you'll contribute to JM's mission as a world leader in..., Based - Stoke based with travel to other sites as necessary The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have. Permanent, Full Time Role Purpose Premier Foods is seeking a highly..., TITLE: Technical Support Manager , Academy & Technical Upskilling Location: Manchester/ Liverpool Salary: £52,000 basic + 22 days holiday + company vehicle Industry: Fire & Security / Technical...
Requirements
- Strong team player with a collaborative approach
- Multi-tasker with an ability to prioritise workload and problem solve.
- Comfortable working with ambiguity and a commitment to gaining a full understanding of client situations.
- Methodical approach to problem-solving and ability to use own initiative.
- Results / customer satisfaction driven.
- Discretion with confidential client information
- Proficient in Microsoft Excel and Word is essential.
- Excellent communication skills - presentation, written and verbal are essential with both short-form (emails/chats) and long-form (documentation)
What you'll need to succeed:
- Previous 2nd or 3rd line customer support experience within a technical industry preferred.
- Being familiar with creating screen recordings and voiceovers to demonstrate technical iHasco product features for existing clients would be desirable.
- Familiarity with Jira is desired but not essential.
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Benefits & conditions
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