Job Description
Position Summary
We are seeking a dedicated and customer-centric individual to work as part of the Technical Support team. In this role, you will provide tailored, comprehensive, and user-friendly support primarily over the phone, operating a 24x7x365 environment. Our mission is to assist customers promptly and efficiently, ensuring their satisfaction. The ideal candidate will thrive in a collaborative environment and possess a genuine passion for their work. This position is a remote work environment based in the UK.
Primary Responsibilities
- Provide excellent customer service in a busy call centre environment.
- Answer incoming requests from customers and respond in a timely manner.
- Troubleshoot a variety of desktop computer issues including internet connectivity, printer functionality, and proprietary security software functionality.
- Install and configure proprietary software on remote customer computers.
- Thoroughly document and update cases in our ticketing system.
- identify and escalate priority cases to higher Tier members or supervisor as appropriate.
- Perform other related duties as assigned.
Experience & Skills
- Hardware proficiency: Troubleshooting symptoms of hardware failure, printing functionality and common fail points.
- Excellent oral and written communication skills to communicate clearly across a wide variety of technical capabilities and understanding.
- Ability to work independently and perform several tasks simultaneously.
- Demonstrates interest in and adept at learning new products and technologies quickly.
- Tool proficiency: CRM (Salesforce experience preferred), ticket tracking, remote access, SharePoint, MS Office.
- Prior experience with Linux is a plus.
- Network proficiency: Routers, switches, IP addressing, wired and Wi-Fi connectivity, networked printers.
- Proficiency in Windows OS, macOS, MS Office, Adobe Reader
What We Offer
- Competitive employee benefits package*
- Employee Assistance Program (EAP).
- Employee Referral Bonus Program.
- Career development and potential for advancement opportunities.
- Performance bonuses.
- Employee Recognition Rewards Program.
*Benefits package will depend on your position, location, and other eligibility requirements.
About Uniguest
Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, speciality retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-build kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more - all designed to deliver a consistent and safe experience to our clients' customers.
Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.