Technical Customer Service- Ticketing System Full Time and Permanent Office Hours Hybrid after completion of training The position sits within the existing fast paced and high growth support desk where you will be responsible for handling customer enquiries via call, email and eChat. You will be responsible for managing the completion of end-to-end activities to SLA, keeping the customer informed throughout the process. Managing product orders using a variety of internal and external systems. Clearly communicate timelines for provision to customers Clearly communicate progress to the customer throughout the process Work between a variety of different workflows, prioritising and managing workload accordingly. Actively managing back-office systems to ensure customer service levels are met. Managing service relations with suppliers and to handle and resolve end to end customer queries, aiming for first time fix Escalate as necessary on behalf of the customer both to appropriate internal and supplier teams and line management. Understand and use effectively/appropriately escalation paths to seek resolution for customer queries, ensuring the customer is updated throughout. Conduct root cause analysis on resolution of any provisioning incidents to identify cause of failure and undertake preventative actions.