Business Unit: Cubic Transportation Systems
Company Details: At Cubic, we deliver Transport Systems to major cities around the world and in the United Kingdom we are best known as the technology and service provider for London’s Underground Oyster Card System.
As an employer, we are committed to investing in our people via learning and development schemes, social events, and achieving a good work/life balance.
Job Details:
As part of the One Support team, reporting to a Service Desk Team Leader, you will be working as part of a dynamic, fast-paced, and rapidly expanding team based in our Stockton On Tees office. You will be responsible for handling calls, emails, and monitoring alerts from all over the world to ensure continual, excellent customer service while resolving incidents or dispatching engineers to fix issues in Europe, North America, and Asia Pacific.
Job Duties and Responsibilities:
1. Cover a rotating shift pattern.
2. Handle incoming telephone calls and emails with a high degree of customer satisfaction.
3. Respond to monitoring alerts from around the world in a timely manner using the company's ticketing system.
4. Work diligently as part of a multi-skilled team.
5. Attend training sessions as scheduled.
6. Organise communications and conference calls in the event of Major Incidents.
7. Actively contribute to your own development as part of a structured career development programme.
8. Comply with Cubic’s values and adhere to all company policies and procedures, particularly the code of conduct, quality, security, and occupational health, safety, and environmental policies.
9. Perform other duties assigned by the manager as reasonably required.
Skills, Knowledge, and Experience:
Essential:
1. Familiarity with operating systems, languages, and a service centre environment.
2. Passionate about customer service and understanding the importance of maintaining good customer relations.
3. Able to communicate effectively over the telephone and using electronic mediums.
4. Broad experience of communicating with customers in varying support situations.
5. Able to make a significant contribution in a team environment.
6. Able to adapt rapidly to a changing environment.
7. Experienced in working to targets around response and timeliness.
Desirable:
1. An appreciation of the development of the Transport Industry.
2. Familiarity with operating systems, languages, and service centre environment.
3. Experience of working in an environment of dispatching resources to the field.
Education and Qualifications:
Essential:
1. Minimum of 4 GCSEs including Maths & English (grade A-C) or equivalent.
Desirable:
1. ITIL (v3) Foundation.
Basic Security checks are required for this role.
Worker Type: Employee #J-18808-Ljbffr