About Company
Capita is a leading provider of business process services, driven by data and technology. We’re a FTSE 250 company that delivers innovative solutions across a wide range of public and private sector organisations. Our purpose is to create better outcomes for our clients and the communities we serve. With a focus on transforming services and improving customer experiences, we leverage our expertise in customer management, IT services, software solutions, and more. At Capita, we believe in empowering our people to deliver excellence, foster collaboration, and embrace continuous learning. We value diversity, inclusion, and the unique perspectives each team member brings, creating an environment where everyone can thrive and make a real impact.
Job Description
Are you a highly motivated and empathetic individual with a passion for helping others? Do you thrive in a home-based environment, where your self-discipline and problem-solving skills can truly shine? Capita is seeking a dedicated Home-Based User Support Partner to join our dynamic team, serving our diverse client base. In this critical role, you will be the first point of contact for users experiencing technical issues, navigating software, or needing assistance with our various services. Your mission will be to provide exceptional, timely, and effective support, ensuring a smooth and positive experience for every user.
Working remotely from the comfort of your home in or around Brockham, Dorking, you will be an integral part of our distributed support network. This isn’t just about fixing problems; it’s about building trust, understanding user needs, and guiding them through solutions with patience and clarity. You’ll utilise various communication channels – including phone, email, and live chat – to diagnose issues, provide step-by-step instructions, and escalate complex cases to specialized teams when necessary. We’re looking for someone who is not only technically proficient but also possesses outstanding communication skills, a proactive attitude, and a genuine desire to make a difference in users’ daily interactions with our technology and services. If you’re ready to take ownership of user issues, contribute to a culture of excellence, and grow your career with a leading industry player, we encourage you to apply.
Key Responsibilities
- Provide first-line technical support and guidance to users via phone, email, and live chat, resolving issues efficiently and courteously.
- Accurately diagnose and troubleshoot technical problems, offering clear, concise solutions and workarounds.
- Document all support interactions, resolutions, and relevant details in our CRM system.
- Escalate complex or unresolved issues to the appropriate specialist teams, ensuring a seamless handover.
- Guide users through software installations, configurations, and general feature usage.
- Maintain a high level of product knowledge and stay updated on new features and service updates.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Proactively identify trends in user issues and suggest improvements to processes or products.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Maintain a professional and friendly demeanor, fostering positive user relationships.
Required Skills
- Minimum of 1 year experience in a customer service or technical support role.
- Excellent verbal and written communication skills in English.
- Proficiency in using CRM software and ticketing systems.
- Strong problem-solving and analytical abilities.
- Familiarity with common operating systems (Windows, macOS) and web browsers.
- Ability to work independently and manage time effectively in a home-based environment.
- High-speed, reliable internet connection and a dedicated, quiet workspace.
- Exceptional empathy and patience when dealing with diverse user needs.
Preferred Qualifications
- Experience with remote desktop support tools.
- Knowledge of ITIL frameworks or similar service management best practices.
- Familiarity with cloud-based applications and SaaS models.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional).
- Experience working in a distributed or remote team.
Perks & Benefits
- Competitive salary package.
- 23 days annual leave, rising to 27 days with service, plus bank holidays.
- Company matched pension scheme.
- Access to a comprehensive learning and development platform.
- Employee assistance program for personal and professional support.
- Remote work flexibility, saving on commute time and costs.
- Opportunities for career advancement within a large, diverse organisation.
- Retail discounts and wellbeing initiatives.
How to Apply
To apply for this exciting Home-Based User Support Partner role, please click on the application link below. You will be redirected to our careers portal where you can submit your CV and cover letter. We look forward to reviewing your application and learning how your skills and experience align with our needs.