IT Technical Support Advisor

IT Technical Support Advisor – Warwickshire (Bidford‑On‑Avon)

Reputable Automotive Specialist looking for an IT Technical Support Advisor. Basic Salary circa £32,000 with opportunity for progression. 40 hours Monday to Friday, remote working at weekends possible after successful probation.

• Custom file writing (ECU enhancement programmes)
• Customer services and product delivery
• Dealer support and training
• Training material enhancement and development
• Act database maintenance and reporting
• File key reporting and management
• Setting file management/monitoring
• Dyno testing and product research
• Support Workshop activities and dyno testing

• Passion for performance cars and motor sport
• Strong background in Python (preferred) or other coding languages
• Strong desire to pursue a career within IT
• Academic qualification in IT or related subject (desirable)
• Previous experience within an IT support role
• Confident communicator with exemplary customer service
• Patient, persistent, and able to pacify situations
• Committed to self‑development and continuous improvement

Your responsibilities will include:

• Providing excellent customer service and support to students/learners after enrolment.
• Managing the learning journey for students, including transferring dates, providing tutor support, handling resits, etc.
• Downloading tutor recordings from Zoom and uploading them to the learning platforms.
• Using systems such as Salesforce, Administrate, and Totara to manage student data and tasks.
• Collaborating with internal teams such as Enrolment, Client Services, UX, and the TED Team.

Essential capabilities:

• Confident on the phone and able to handle customer‑facing situations effectively.
• Strong customer service experience.
• Ability to work under pressure, managing a high volume of tasks.
• Excellent communication skills, both written and oral.
• Flexible and reliable, able to adapt to the team’s needs.

Desirable:

• Experience using Salesforce, Administrate, or Totara (LMS).
• Previous experience in a customer support or similar role, preferably in a learning environment.
• Permission to work in the role’s location by the start of employment.

Responsibilities:

• Prospecting and engaging new potential clients via phone, email, and tools like Linked In and Cognism.
• Making 40+ calls per day to prospect clients.
• Booking 8‑10 high‑quality sales meetings per week in collaboration with the Sales team.
• Driving attendance to marketing events and webinars through tailored outreach.
• Managing CRM records, client follow‑ups, and reporting.
• Supporting live events with pre/post‑event communication and logistics.

Experience required:

• 2+ years of experience in sales support, lead generation, or similar roles.
• Strong communication skills with the ability to engage stakeholders at all levels.
• Excellent organisational and administrative abilities, with attention to detail.
• Self‑motivated, accountable, and eager to hit goals.
• Familiarity with CRM systems (Salesforce or similar) and confident using data tools.

Benefits include:

• 25 days holiday + Public Holidays
• Enhanced pension
• Life Coverage
• Private Medical
• Critical Illness Coverage
• Free parking

Key Responsibilities:

• Lead, mentor, and manage a team of technical support specialists.
• Oversee daily operations of the technical support desk, including ticket management and escalation.
• Develop and implement technical support policies, procedures, and best practices.
• Provide Tier 2 and Tier 3 support for complex hardware, software, and network issues.
• Train and onboard new support team members.
• Monitor support queue performance and implement improvement strategies.
• Collaborate with engineering and product development to resolve recurring issues.
• Maintain accurate documentation of technical issues and support procedures.
• Generate reports on support metrics, team performance, and customer feedback.
• Ensure customer service standards are consistently met or exceeded.
• Manage support team tools and ticketing system.

Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field, or…