Customer Support Technician

Location
Brighton, East Sussex
Salary
£21,000
Posted
16 May 2018
Closes
30 May 2018
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Spring Signage is a digital signage software provider and the company behind Xibo, the popular Open Source Digital Signage solution.

Job Description

Spring Signage have an exciting opportunity for a motivated individual to work from home in the Brighton area as a Customer Support Technician. Release yourself from the daily commute and join a small team passionate about open source software. Use all the latest tools to collaborate and help service the growing Xibo community.

As a Customer Support Technician you will be responsible for:

  • First line technical support in the online commercial Help Desk and Xibo community forum:
    • First contact for new tickets
    • Understanding and categorising tickets
    • Providing assistance through web meetings / screen sharing sessions
    • Escalation to Development or Sales if required
  • Providing solutions to common Xibo problems
  • Maintaining Knowledge Base articles and “Canned Responses”
  • Attending regular team web meetings and occasional face-to-face meetings
  • Recreating and categorising bugs with the Xibo software
  • Testing patches and software upgrades
  • Assisting sales operatives with day-to-day sales activities, including:
    • Preparation of demos
    • Categorising leads/sales opportunities
    • Providing technical support to prospective customers

Skills Range

An ideal candidate will have:

  • Great communication, customer service, problem solving and analytical skills
  • Experience working in I.T or Software Support
  • Ability to work independently according to set priorities
  • Good written and spoken English
  • A basic understanding of how the web works would be beneficial
  • A basic understanding of which cables go where when faced with connecting up a PC/media player

Key Area

I.T Support

Salary

£21,000

Attendance

Full Time (8:00 to 16:30 with 45 minutes for lunch)

Additional Information

This is a “work from home” position and candidates are expected to have a reasonable provision for working at home. This means you should have a quiet room where you can setup the kit we give you and work comfortably.

Although remote working, we are a friendly bunch and in contact with each other throughout the working day. We try to meet up once a month as a company for food or drinks.

Find out more about us and Xibo on https://xibo.org.uk.

 

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