About this role:
This is a superb opportunity for a driven individual to learn a lot within an exciting growing company.
Tenacity and the ability to think outside of the box will be important in this role. Customer experience is key and therefore being able to work to SLA's and keeping departmental and personal KPI's in mind is imperative.
Essential Duties and Responsibilities:
Answer support queries via phone, email, and tickets logged on the customers portal
Analytical and problem solving skills, with the ability to multitask
Log customer requests and incidents
Diagnose and rectify technical problems and queries following first line fix criteria and where possible resolving at first call
Manage third party vendors and suppliers
Set up new users' accounts and profiles working alongside internal teams
Able to work with non-technical customers and technical customers alike
Work with senior engineers on escalated tickets
Log and escalate calls with third parties where required, ensuring communication back to the customer
Skills & Experience Required:
Exceptional customer service and confident communication skills
Enthusiasm and willingness to learn
Able to work to targets (SLA’s)
A high standard of written and spoken English and attention to detail
Basic network troubleshooting
Excellent teamwork skills
Knowledge of basic networking
Basic understanding of IP telephony
To be considered for this vacancy, please click here to email us your CV.
“At Kingston Smith, we’ve worked with Caroline for over 20 years and I am very happy with the service we’ve received. She is always extremely helpful and quick to respond to vacancies. The high-calibre candidates she sources have helped us to build a very effective, expert workforce.”
- Maureen Penfold (Managing partner)
"Caroline and the team have an extensive knowledge and background within the recruitment sector and work with a wide network of people with a range of job disciplines. They work effectively and are quick to put forward candidates who closely match what we’re looking for. After working with them for the past 15 years - I couldn’t recommend them enough!"
- Garry Payne (Head of HR)