Customer service is of main importance when it comes to our client. Your day-to-day role will be taking incoming service requests from client’s while providing excellent customer service. You’ll be using your technology skills to diagnose and resolve issues and maintain a healthy technology and security standard across clients’ technology stack.
This is a fast-paced environment that requires a high level of attention to detail and accuracy. It is an entry-level role that requires no experience or qualification, as training and development will be provided upon employment.
This is a Monday to Friday 0900 – 1700 office-based role. Additional hours will be expected once you pass your probationary period and will be paid at time and a half rate or time in lieu. All additional shifts are on a rota basis.
Responsibilities and expectations of the role
* Be accountable for your performance.
* Excellent verbal and written communication skills, as you’ll be documenting your work within the PSA (Professional Services Automation) system on every customer request.
* Multi-tasking is key.
* The ability to deal with a healthy balance of pressure. Due to the nature of the fast-paced requests coming in, your ticket queue, phone calls, emails and being attentive to any alerts – this will suit someone who can keep ‘calm’ and ‘positive’.
* Become a ‘Product Champion’ of a particular tool - this means you will have the best understanding of the product and keep up to date on future developments of that product.
* ‘Board leading’ –overseeing the customer service requests as they come in – distributing them to the best-suited and available engineers on the team.
* Carefully handle your own workload while still having the available time and resource to consistently check the queue for any new requests.
* Full training and support will be provided.
Skill required for the role
* Passion for technology
* A positive attitude
* Driven to continue to learn and adapt to the forever changing landscape of technology and security.
* Excellent verbal and written communication skills
* High attention to detail
* Fast, accurate and aware
Key Performance Indicators (KPIs) measured
* Customer satisfaction (CSAT) score.
* Customer satisfaction response rate. There is a policy that you need to engage with the customer and ask for them to complete the feedback around their experience.
* Technology accreditation passes. There is an expectation of a minimum of 2 accreditations to be gained every year. Full training costs will be covered.
* SLA adherence.
* First touch fix percentage (how many tickets you are closing at the first attempt).
* Average time to resolution.
* Ticket closure rate.
* Utilisation percentage.
Benefits
* Company paid quarterly events.
* Cycle to work scheme.
* Onsite gym.
* Profit-sharing.
* Paid training.
* After successfully completing the standard 6-month probationary period.
** Performance bonus and EO profit share is enabled after successfully completing the standard 6-month probationary period. Performance bonus is paid out quarterly, with the EO profit share being paid out annually.