Support Associate

Newcastle Upon Tyne, Tyne And Wear
Advanced
Role Introduction

Are you interested in starting a career within IT? Join a fast-paced support department that is passionate about delivering excellent customer service, resolving customer issues and involved in all aspects of technical and application support.

What You Will Do

• As a Support Associate, you will be responsible for handling incoming support alerts, undertaking any relevant issue investigation ensuring all key information is accurately captured
• Ensure an exceptional level of customer service and satisfaction is met at all customer touch points
• Perform and undertake all aspects of technical support service (monitoring system, web incidents, e-mails etc.) to accurately diagnose problems, remotely monitor, pre-empt faults and ensure the successful resolution of issues.

What You Will Have

• Effective problem solving skills
• Well-developed oral and written communication skills
• Well organised, with the ability to work proactively in a team in a busy environment
• Experience with using Microsoft Windows and Microsoft office suite
• An active interest in IT & technology

What We Do For You

Wellbeing focussed – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Generous Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth – Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Profit Share – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing – We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initative to highlight and reward the people in the organisation who embody our values the most
• Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are

We are one the UK’s largest tech companies, and our products sit at the heart of some of the country’s best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.

Find out more about the next steps once you’ve applied here – how-we-hire