Job Title: Second Line Support Specialist
Location: North Manchester
Job Type: Full-time
Salary: £28,000 - £30,000 (+Bonus)
My client is a leading energy supplier known for its commitment to delivering exceptional energy solutions to clients. The mission is to provide reliable, efficient, and environmentally conscious energy services. They are currently seeking a highly skilled Second Line Support Specialist to join the team and help uphold standards of excellence.
The Second Line Support Specialist is a pivotal role in ensuring the seamless delivery of energy services and support to their valued customers. You will be responsible for tackling complex technical issues, providing expert guidance to first-line support teams, and actively contributing to process improvements. Your technical prowess and dedication to customer satisfaction will play a vital role in enhancing the service quality.
- Provide second-line technical support to customers, ensuring the swift and effective resolution of complex issues.
- Collaborate closely with the first-line support teams to assist in diagnosing and troubleshooting issues that require advanced technical expertise.
- Conduct thorough hardware and software problem analysis and apply innovative solutions to energy-related challenges.
- Develop and maintain comprehensive documentation outlining issue resolution processes and best practices.
- Analyse support requests to identify patterns and recurring issues, enabling the proactive prevention of problems.
- Contribute to the continuous improvement of internal support processes and workflows.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Proven experience in a second-line support role, preferably within the energy or utilities sector.
- Exceptional technical expertise related to energy metering, billing systems, and energy-related software.
- Proficiency in identifying and resolving hardware and software issues.
- Strong problem-solving skills and an analytical mindset.
- Outstanding customer service skills with the ability to convey technical information to non-technical stakeholders.
If you are a highly dedicated and technically proficient individual with a passion for delivering top-tier support in the energy sector, we encourage you to apply for the Second Line Support Specialist position. Join the team and help provide reliable and innovative energy solutions to valued customers while contributing to their mission of sustainable and efficient energy services.
or call us on 01204 326 444