Technical Helpdesk OperatorAdvanced Case Management Solutions Ltd • Glasgow, Scotland, United Kingdom
Technical Helpdesk Operator
Advanced Case Management Solutions Ltd
- Glasgow, Scotland, United Kingdom
- Glasgow, Scotland, United Kingdom
À propos
Provide first-line technical support for our software via phone, email and ticketing system. Resolve user issues efficiently, escalate appropriately, and contribute to knowledge base content to reduce repeat incidents. The ideal candidate will possess high levels of customer service, strong communication skills, a logical approach to troubleshooting and the ability to prioritise and switch between tasks seamlessly.
*Key Responsibilities*
* *Handle inbound requests* from customers across phone, email, and our ticketing system
* *Troubleshoot software issues* by reproducing problems, running diagnostic checks, and guiding users through step-by-step solutions.
* *Prioritise and route tickets* according to severity and service level agreements, escalating to tier 2 or development when required.
* *Communicate status updates* to customers and internal teams with clear, professional, and timely messages.
* *Document resolutions* and create or update knowledge base articles and FAQ content.
* *Monitor system alerts* and participate in basic incident response and root-cause investigation.
* *Provide ongoing support* for existing and new customers, including account setup and product orientation.
* *Collect and report feedback* on product bugs, feature requests, and common usability issues to product teams.
*Required Skills and Experience*
* *Experience* *in a customer service role *or a helpdesk role supporting software products.
* *Strong written and verbal communication* skills with the ability to explain technical information simply to non-technical users.
* *Basic technical knowledge* of operating systems, browsers and common computer programmes and components
* *Customer-focused mindset* with patience, empathy, and a problem-solving approach.
* *Time management and multitasking* skills to handle concurrent tickets and channels.
*Desirable Skills and Experience*
* *Training *customers on new concepts or new colleagues on software/systems
* *Experience with AdvicePro *our case management software would be advantageous
*Working Conditions*
* *Work pattern*: Monday to Friday, 4 day working week with fixed non-working day after probationary period.
* *Environment*: Office based in Glasgow, hybrid after probationary period dependant on reliable home internet and a quiet workspace.
*Compensation and Benefits*
* *Salary range*: £25,000 to £28,000 per annum dependant on experience - Permanent, Full-time (32 hours per week)
* *Benefits*: Company Pension, Life Insurance, Private Medical Insurance, 4 day working Week, Hybrid Role (after probationary period).
*Language:*
* English (required)
*Work authorisation:*
* United Kingdom (required)
Job Type: Full-time
Pay: £25,000.00-£28,000.00 per year
Benefits:
* Company pension
* Private medical insurance
* Work from home
Work Location: Hybrid remote in Glasgow G33 4EL
Compétences linguistiques
- English
Avis aux utilisateurs
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