Technical Customer Services Agent

Stockport, England, United Kingdom

12/6/2024

Supporting more conscious, fit-for-purpose, technology investment choices. We are network infrastructure specialists, with over 20 years experience.

The Customer Services team holds a critical role within the business, looking to support customers with incidents and services requests, ensuring tickets are proactively managed with internal and external stakeholders, providing clear and proactive communication to ensure swift resolutions and maintain high levels of customer satisfaction.

As a Managed Service Provider, we are seeking an enthusiastic problem solver who is eager to start their career in the technical sector. The role is ideal for someone looking to grow their skills in IT support and whilst an understanding of networking, switches and familiarity with Meraki and Fortinet functionality is preferred, full training will be provided. The Customer Services team operates on a rota whereby there will be some weekend work required from home on a pre-planned rota basis, days off in lieu will be given the following week. This is an office based role, the hybrid agreement is four days in the office Monday to Friday.

Primary responsibilities of the position include handling incoming incidents and service requests via our internal ticket system raised through various channels, including proactive monitoring, customer emails or over the phone. With a focus on thorough fact finding to lead customer issues through to completion with clear communication and ownership, this role empowers members of the team to manage issues effectively with support from internal SME's and technical resolver groups.

KeyCompetencies

• Excellent verbal and written communicationskills, able to clearly articulate updates for internal stakeholders and externally for customer updates.
• Ability to analyse complex fault scenarios to identify root cause and progress to resolution via diagnostics and problem solving through critical thinking and systematic problem solving.
• Able to work collaboratively within a team environment to work towards a common objective.
• An analytical and methodical approach to investigating incidents and requests for internal and external stakeholders, able to troubleshoot problems and reach a resolution.
• An understanding of switches and networking and an awareness of Meraki Dash and Fortinet.
• Attentive listening to customer queries, absorbing the information provided and guiding issues towards resolution, responding empathetically and building positive working relationships through effective communication.
• Proficient in organising tasks with an ability to multi-task, prioritising accordingly and ensuring time is managed effectively with customer expectations met.
• Adaptable to a fast paced and fluid environment with an appetite to develop new skills and proactively build on knowledge to enable professional growth.
• Demonstration of resilience in challenging circumstances, maintaining professionalism with an ability to guide situations through objection handling to agreeable outcomes.
  
  

Skills& Experience

• Well-versed in a customer facing role with a view to provide exceptional service.
• Experience of diagnosing and supporting enterprisenetwork solutions, working alongside vendors and partners to deliver resolution within SLA.
• Knowledge and understanding of best practice framework(such as ITIL &ISO) for the delivery of IT services.