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TMTI is always on the look out for great people who can deliver quality technical support over the phone and via electronic formats to customers of high profile clients. Our technical support agents receive competitive rates of pays, extra reward schemes and 30 days holiday. Click to find out more about this role.
As a Tech Support Advisor, a typical day involves helping customers set up devices, fix issues or deal with pre-sales queries from a variety of products such as TVs and washing machines. This can be on the phone, via email or using live chat platforms to talk to customer in real time.
When I first started I was paired with a training buddy who showed me all of the systems we use and the different types of support to provide. They gave me in-person demonstrations in training to get comfortable with the support. They were there to help me with any questions and concerns, helping me to gain the confidence to go solo on the phones.
If there are any issues or the customer needs further information that I am unable to provide as an agent, there are Senior Advisors and Team Leaders at hand to assist with these. If necessary, customer contacts can be escalated by asking for help and escalating on our system. This goes to the Senior Advisors to review the case and get back in contact with the customer.
There are different things to do between calls. Some days I get to learn about new products and help to document these onto our system. Other days I may be calling back customers as a follow up to confirm any repair information if we have booked one on our system.
I have the choice to work from home or the office. At any point I can book a desk in the office to touch base and see my fellow colleagues. On my days at home I can still keep in touch with everyone via Microsoft Teams, and I’m able to receive any support if necessary by sending out a message.