Support Specialist

Job Title: Support Specialist
Department: Customer Service
Location: Bridgend, South Wales. UK
Commitment: Full Time

Broadcast Traffic Systems (BTS) is a leading supplier of traffic solutions to the broadcasting industry. Established in 2000, we have an experienced and dedicated team who develop an end-to-end traffic system for clients worldwide. An exciting opportunity has arisen for a Support Specialist to join the team and support our broadcasting clients.

Position Overview

BTS is recruiting a customer focused individual to join our highly motivated and technically focused Support team. The role will require our Support Specialist to effectively manage client relationships by responding to support mails from our clients, resolving issues and ensuring complete client satisfaction.

During this role, you will gain experience in direct relationship with clients as well as interaction with the Software Development and Project Management teams.

Key Responsibilities

• Deliver service and support to end-users using and operating help desk software and accessing client systems via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analysing the symptoms
• Diagnose and resolve technical and software issues involving internet connectivity, login problems and more
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per client specifications
• Redirect problems to appropriate resource
• Accurately process and record email transactions using designated Support software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organise ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
• Train clients via WebEx/GoToMeeting on all aspects of BTS Software

Required Experience/Skills

• Service supporting end users
• Working experience of industry standard ticketing systems (Jira, etc)
• Working knowledge of Windows OS
• Experience working with software applications and interest or knowledge of MS Access, SQL, or HTML
• Knowledge of database analysis tools including working knowledge of SQL would be an advantage
• Superb communication and customer handling skills
• Excellent communication skills
• Live in commutable distance to our Bridgend office.

During on boarding you will gain knowledge of our business practises, the broadcasting industry and will receive in depth training of our broadcast management software products. It is essential that the applicant has two to five years of relevant working experience. 

We offer a competitive salary including various benefits. BTS cares for its employees and therefor offers a healthy work/life balance.

To apply, please send your CV to hr@bts.tv