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Customer Service - 1st Line Support

Employer
E-Tech Recruitment Ltd
Location
Telford, Shropshire
Salary
£17,000 - £18,500
Closing date
8 Dec 2020

View more

Job Sector
Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

We are looking for a customer service person to train as a 1st line support Service Desk Agent, for an IT company based in Telford.

Working on days from Monday to Friday, 09:00 to 17:30 with 1 hour lunch.

The Service Desk Agent will be the initial port of call for providing technical support to end-users who need assistance with the extensive product set. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work satisfactorily. Requests may be received by telephone and/or email so excellent communication skills are essential. After full training, you will be expected to be able to handle a high proportion of any issues directly and where things become more complex, ensure a clean handover of the problem to other areas of the business including second line support and the development team.

Purpose:

  1. Will be the first point of contact for Customers via telephone, email or internet.
  2. Main duty involves information gathering and collation of reported issues.
  3. Reproducing reported issues where possible.
  4. Working within defined Service Level Agreements.
  5. Diagnosis and solving customer membership issues and problems, liaising with Customer Relations, Development and other Support members.
  6. To perform other duties as directed by any Director of the company as may from time to time be required. 

Essential requirements:

1. Personable nature, with good telephone manner

2. Accurate, numerate & literate

3. Abiity to work on, and use, own initiative

4. Keen to learn new skills

5. Able to balance workload

6. Experience of customer service or 1st line support

Salary is commencing at £17,000, rising up to £18,500 after 3 months probation.

 

Company

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E-Tech Recruitment
Stratum House
Stafford Park 10
Telford, TF3 3AB

Telephone: 01952 616361

 

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