Customer Support Advisor

Customer Support AdvisorLocation: MansfieldSalary: Competitive, depending on experienceHours: Monday-Friday (rotating shifts: 8:00am-4:30pm / 9:00am-5:30pm) + 1 in 8 weekend cover (rota basis)Are you passionate about delivering excellent customer service and solving problems? We''re looking for a Technical Customer Support Advisor to join our growing support team in Mansfield.This role is ideal for someone who enjoys helping customers, has a logical approach to troubleshooting, and is interested in developing a career in IT or technical support.What you''ll be doing:Acting as the first point of contact for customers via phone and emailLogging and managing support requests using a ticketing systemDiagnosing and troubleshooting basic technical issues across multiple systemsTaking full ownership of tickets, ensuring timely updates and resolution within SLAsEscalating more complex issues to internal teams when requiredLiaising with third-party providers to arrange engineer visitsPreparing quotes for replacement hardware where neededCreating and updating knowledge base articlesContributing ideas to improve processes and customer experienceWhat we''re looking for:Proven customer service experience (office, call centre, retail, or similar)Strong communication skills (both written and verbal)Good problem-solving ability and attention to detailAbility to prioritise workload and manage time effectivelyComfortable working independently and as part of a teamA proactive attitude and ..... full job details .....