Job Description

Working within our busy technology support department, as a Customer Services Consultant you will be responsible for answering and logging incoming support calls, managing a queue of calls and emails, resolving queries/incidents efficiently, re-assessing your workload each day and escalating tickets where appropriate. Basic knowledge of IT (Windows/hardware/printers) is essential.

Responsibilities:

• Answer all calls from customers.
• Log Tickets for all calls accurately and professionally.
• Take ownership of tickets.
• Respond to emails regularly.
• Escalate tickets, if necessary, in a timely manner.
• Adhere to the SLA for our customers.
• Ability to carry out first time fixes where possible.
• Meet personal/team KPI’s.
• Provide OOH Emergency Support on a rota basis (after 6 months employment).
• Carry out Project Work as and when required.
• Attend regular Team Meetings.

Benefits:

• Company pension
• Gym membership
• Life insurance
• Wellness programmes

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Basic IT knowledge/: 1 year (Required)
• Customer Service: 1 year (Required)

Work remotely:

• Yes, temporarily due to COVID-19

Required Knowledge, Skills, and Abilities

Basic/personal IT knowledge (Windows/hardware/printers). Customer service experience. IT Service Desk experience. Software support experience. Ability to troubleshoot and problem solve. Effective verbal and written communication skills. Time management skills. Management/organizational and prioritization of workload. Ability to learn quickly. TEAMWORK skills. Ability to work under pressure. Ability to think logically and creatively. Interpret complex information and communicate ideas clearly. Ability to work flexibly to meet changing needs.