We’re looking for a technical support champion to join our Contact Centre team!

 A bit about the role:

Joining our hardworking and passionate Contact Centre team, this role will primarily focus on providing technical support to our B2B and B2C customers.

To be the successful candidate, you will thrive on helping our customers with their tech queries, troubleshooting and looking to help resolve potential hardware and software issues effectively and efficiently (these will mostly be PC based support, hardware components/peripherals and software - typically Windows 11).    The support you provide will be via a mix of communication channels, which include phone, e-mail and live chat.

Our Contact Centre is a multi-skilled team, therefore whilst your specialism will be technical support, you will have the brilliant opportunity to be cross trained in the Inbound Sales and Customer Services support we provide within the department, meaning you can give overflow support in those areas, when required. You’ll also be trained to work in our showroom, providing cover when needed to support customers with their tech queries and hardware needs.

The Contact Centre has lots of internal stakeholders to ensure a first-class service.  You will be working closely with our Repairs and Warehouse teams as well as having lots of interaction with our business sales team.  Our Contact Centre is a department where you get the chance to be at the heart of what we deliver for our customers, so you will feel like you are making a real difference.

You will have the opportunity to expand your knowledge and get hands-on experience with our product ranges during your initial training period. There will also be opportunities to attend training with our partners such as Microsoft, Intel and Nvidia.

What we need from you:

 Your top-notch communication skills (both verbal and written) will ensure you can relay information or instructions effectively (not using too much “tech talk”) both to our customers and your colleagues.  You will thrive on handling a mix of queries throughout the day, dealing with them in the most effective way to ensure swift resolutions..

A genuine passion for tech and IT is essential, along with your broad IT technical knowledge.  Practical experience in a similar role is also required.

It’s important to enjoy learning new skills and getting involved in other areas of the business to build a solid understanding of what we do.

You will need to be a team player, who is approachable and thrives on being in a role where teamwork is essential.  Flexibility is also important, and you will need to be someone who likes to get stuck in with supporting their colleagues, when needed.

Our customers mean everything to us, so you will need a real passion and enthusiasm for providing an amazing customer experience, every time. 

A bit about our Contact Centre Team:

Our Contact Centre is a mix of brilliantly passionate people who share a common focus in doing the best for our customers.  The team spend a couple of days working in the office together each week, and when they do there is often treats on the go!  For the rest of the week, they work from home but still maintain close contact to keep the team buzz alive.  The team is looking forward to having someone new join them!

What working at Novatech means for you:

There are lots of benefits working for us!  Due to our non-corporate culture, you get a real chance to be yourself.  We have a relaxed dress code, listen to music while we work and champion hybrid working.  We are passionate about your wellbeing and like to have fun with our Company get-togethers and team social events.  We also love doing things for others with our Community volunteering days and charity events.

We have good transport links to the office for when you come in, free staff parking and a lockable bike shed for if you drive or ride.  Plus you'll get:

• 25 days holiday plus bank holidays (with the chance to buy additional days)
• Health plan scheme
• Upskilling apprenticeship training
• Cycle to work
• Employee Assistance Programme
• Staff discounts
• Social and wellbeing events
• Hybrid working (after training period)
• A great breakout room
• Kitchen and shower facilities

About us:

Gaming and retail are just a small part of what we do. Novatech also work heavily in the B2B sector with some of the largest and most respected names in a range industries.  Whether it’s supporting businesses with their remote workforce, transforming maritime companies with life-saving training simulators or implementing practical Deep Learning systems into the businesses of tomorrow, there’s no end to the amount of fascinating and cutting-edge projects that we are involved in (some of which we can’t tell you about, yet).  Pretty cool, right? Get involved and help develop the future of our business…and yourself at the same time!

• Please view the Contact Centre Advisor Technical Support JD and PS 2023 document (opens in a pop up)