Technical Support Advisor

Overview

Job Title:

Technical Support AdvisorLocation:

Manchester (Hybrid)Salary:

£23,809.50 + benefits (including: 36 days holiday, private medical and dental cover, retail discounts, freebies and more…)Working Hours:

37.5 HoursAbout SimpliSafe

At SimpliSafe, we’re not just another home security company — we’re on a mission to make every home secure. Our award-winning smart security systems already protect over 4 million customers across the US and UK, and we’re just getting started.Since launching in the UK in 2019, we’ve received top ratings from Trustpilot, glowing reviews from leading publications, and a sky-high Net Promoter Score of 72+. But it’s our people who make all the difference. Now, we’re looking for a motivated, customer-obsessed Customer Support Advisor to join our Manchester-based team and help take our service to the next level.The Role

As a Technical Support Advisor, you’ll be at the heart of our customer journey - providing real-time support to our customers. You\''ll work across phones, emails, and live chat to provide technical support to our customers and and help people feel safe in their homes.What You’ll Do

Managing inbound and outbound call workflows in a timely mannerCommunicating with our customers via Phone, Email, Live Chat and Social MediaSupporting our customers technical enquiries and offering solutionsIdentifying and assisting customer’s needs and requirementsTroubleshooting issues with our customersEnsuring excellent call quality and working to achieve ‘first call resolution’ (FCR) on all callsProactively contacting customers to ensure their satisfactionWhat You’ll Need

Experience in technical support is desirableExperience in customer service is essentialMust be an excellent communicator with the ability to build rapport quickly and easily with customers from all walks of lifeMust be able to prioritise effectively and work efficientlyStrong phone contact handling skills and active listeningTeam player - must be able to follow instructions, accept and apply feedbackCustomer orientation and ability to adapt/respond to different characters.Adept in problem solving and skilled in troubleshootingStrong attention to detail, a Tech Support Representative will provide support and resolve any problems that our customers may face involving their security system with accuracy and efficiency.What Values You’ll Share

Customer Obsessed - We understand our customers and aim to build long term relationships and trust.Aim High - We are always challenging ourselves and others to grow and improve.No Ego - We drive to succeed as a team and learn from our mistakes.One Team - We collaborate and win as a team.Lift As We Climb - We invest in developing others and ourselves.Lean and Nimble - We test, learn and improve.What’s in it for you?

Working at Simplisafe, you’ll have access to:36 Days holiday entitlementEnhanced pensionLife assurancePrivate dental and healthcareFree eye test and contribution to glassesEmployee Assistance ProgrammeAccess to retail discountsSimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.)Cycle to work schemeTeam social events (annual summer and christmas parties, amongst other socials)Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etcReady to Make an Impact?

If you’re passionate about customer service, love tech, and want to be part of something meaningful— we want to hear from you .Job Types: Full-time, PermanentPay: From £23,809.50 per yearBenefits

Additional leaveCasual dressCompany pensionCycle to work schemeEmployee discountEnhanced maternity leaveFree flu jabsHealth and wellbeing programmeLife insurancePrivate dental insurancePrivate medical insuranceReferral programmeWork from homeWork authorisation:United Kingdom (required)Work Location: Hybrid remote in Manchester ..... full job details .....