Job Description:

Job information Helpdesk Advisor from the Company The Property Franchise Group, this latest Helpdesk Advisor job vacancy is located in the city Bournemouth BH located in the country United Kingdom . This latest job opening is open to job seekers who have the latest education / graduate GCSE . Job Vacancies in this Helpdesk field have been opened and published up to the specified time.

Job Responsibility:

Overview

This role is pivotal within the UK's largest multi-brand lettings and estate agency franchising group. The Helpdesk Advisor will work within the Support Team providing technical support for residential sales and lettings software across a network of 500+ High Street branches and offering first-line support for various brand websites. The responsibilities include identifying and analysing problems on the group's web portfolio and internal systems. It requires excellent knowledge of CRM/operating systems and experience in bug-fixing. The role requires providing prompt email and telephone support to clients, troubleshooting issues on web-based platforms, and the ability to prioritise the workload efficiently.

Strong communication skills are essential for proactive problem identification and analysis, along with the ability to build relationships with clients and internal stakeholders. This role emphasises timely query resolution, maintaining support systems, and providing guidance on system usage and new features. Attention to detail is paramount as is basic accounting knowledge, and familiarity with the lettings and sales processes.

1. First line Technical Franchise Support

• Provide first-line technical support for residential sales and lettings software across 500+ High Street branches within the TPFG network, assisting with system setup, configuration, and troubleshooting.
• Identify, analyse, and troubleshoot issues within CRM systems, websites, and internal systems, conducting root cause analysis and document recurring issues.
• Offer prompt and courteous email and telephone support to clients, ensuring efficient handling of queries and timely responses.
• Utilise remote access software to resolve functional and technical issues by guiding clients through remote troubleshooting sessions.
• Maintain high standards of customer service and confidently resolve supplier issues to sustain strong business relationships by acting as a liaison between clients and suppliers.
• Prioritise and manage workload effectively to ensure tasks are completed on time
• Adhere to established processes and best practices to maintain quality standards by following standard operating procedures and compliance guidelines.
• Embrace and integrate new technology solutions, delivering them to customers by participating in ongoing training and implement new tools and systems.

2. Collaboration with other departments and stakeholders

• Handle incoming and outgoing calls with a courteous and professional manner, actively listen to client needs, and provide clear and accurate information,
• Adapt communication style to meet the needs of clients from various cultural and professional backgrounds, ensure understanding, and provide constructive feedback and solutions.
• Collaborate with internal stakeholders, providing timely support, and foster a cooperative working environment, maintaining customer satisfaction levels as determined by management.

3. Timely Query Resolution and Issue Escalation

• Address client issues promptly, resolve within scope, and escalate complex problems to higher-level support or relevant departments when necessary, resolving issues in a timely manner.
• Regularly update the support ticketing system with detailed progress notes, actions taken, and final resolutions,
• Provide clients with professional, yet friendly advice on best practices, system optimisation, and general enquiries.

4. Qualifications and Skills:

• Proficiency in Microsoft Office suite, particularly Excel, PowerPoint, and Word.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent organisational and time management skills, with the ability to prioritise tasks effectively.
• Good communication and interpersonal skills, both written and verbal.
• Previous experience in a similar advisor or analytical role, preferably within the estate agency sector, is desirable.
• 3 GCSE's at Grade 4 and above (or equivalent)

5. Advantages (but not essential)

• Ability to query SQL databases - understanding of fundamental concepts such as SELECTs, JOINs and GROUP BYs
• Understanding of how to use Chrome Developer Console to analyse website problems.
• Experience of AWS Services (EC2, S3, RDS, CloudWatch)
• Basic knowledge of Linux shell commands
• Basic knowledge of PHP language
• Knowledge of lettings and sales process would be an advantage

Job Types: Full-time, Permanent

Pay: £23,000.00-£26,000.00 per year

Benefits:

• Casual dress
• Company events
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• Store discount

Schedule:

• Monday to Friday

Work Location: In person

Keywords : Bournemouth jobs

Closed Date : 2025-02-07