Customer Service Agent - Forres, United Kingdom - Manx Technology Group

Description

Working as part of our helpdesk team, our customer service agents handle first line calls from our customers, vendors and partners.

As a customer service agent, you will be the first point of contact for support queries; with responsibility for logging and handling tickets, triage, troubleshooting, escalation and follow up.

We provide managed IT services to a wide range of customers throughout the Isle of Man, UK, and Europe.

A genuine interest in IT, striving for technical excellence, and a focus on customer services is an integral part of our culture.

With training, development, and the right attitude - we expect talented members of the helpdesk team to develop further into the business, with progression into Tier 2 helpdesk, engineering, and projects.

Key Responsibilities

• Using our CRM, Helpdesk and Monitoring systems.
• Respond to technical alarms and service outage reports.
• Act as the first point of contact for customers calling the helpdesk.
• Provide polite, professional, and efficient customer service to our customers.
• Followup with customers to provide ticket updates, and to ensure issues have been resolved to a high standard.
• Maintain documentation, standard operating procedures and notes relating to customer systems and support tickets.
• Liaise with team members and suppliers for progress updates and customer feedback.
• Work in accordance with company values, workflows, policies, procedures, and standards.

Skills & Experience

• Excellent customer service skills
• Professional, friendly, and confident telephone manner, with an attention to detail.
• Genuine interest and knowledge of IT.
• Experience of Microsoft Windows, Microsoft Office, and Teams an advantage.

Working Hours

• Our operating hours are 24x7x36 but for these roles, we need to cover 08:00 18:00,
• Other shift options are flexible hours between 07:00 and 22:00, and weekends.

Training
Full training will be given. This will include a combination of in-house and online material.


Salary
Salary is commensurate with skills and experience.

If you have any questions relating to the role, please also get in touch


Job Types:
Full-time, Permanent


Salary:
£20,000.00-£22,500.00 per year


Benefits:

• Flexitime

Schedule:

• Day shift
• Flexitime
• Monday to Friday
• Night shift

Work Location:
Hybrid remote in Forres