- Logging and triaging new tickets and keeping existing tickets up to date.
- Relaying ticket updates on existing tickets to customers.
- Providing a quick first response to customers.
- Providing basic 1st line support, resolving tickets at the point of logging where possible.
- Communicating with the department when high priority tickets are logged and/or when tickets are chased.
- Setting customer expectations in terms of timescales and required actions.
- Become involved in ad-hoc tasks as required.
Customer Support Call Handler - Poole, United Kingdom - Ibcos Computers Ltd
Description
Job Description
THIS IS AN OFFICE BASED ROLE AND THE OFFICE IS LOCATED IN POOLE, DORSET
Job Title: Customer Support Coordinator
Responsible for: N/A
Team: Support
Responsible to: Support Manager
Company Overview
Ibcos Computers Ltd is the UK's leading provider of Dealership Management Software to the Agricultural, Construction and Ground Care Industries. We help Dealers manage all areas of their business operations from parts and service, through to sales and finance, with innovative solutions to achieve the business objectives.
Job Overview
This is an ideal starter role for someone who wants to begin their career in the software industry
To provide the first point of contact for customer support queries by answering incoming calls, creating support tickets and updating existing tickets. You will also be responsible for triaging tickets created by customers via the Customer Hub or email.
You will resolve some tickets using the Knowledge Base or by directing the customer to the relevant department.
This role provides an ideal opportunity to enter a successful Support Team. An aptitude and desire to learn would provide a path for progression within this expanding and supportive company.
Key Responsibilities
Qualifications Required
Desirable – Related IT education and/or experience. GCSE's at 9-6 or equivalent.
Experience and Skills Required
Essential – Excellent communication skills
Desirable – Experience in working in a call handler role
Desirable – Experience in working with CRM systems
Desirable – Experience in a customer support environment
Suitable for someone who...
Wants to begin a career in the software industry
Enjoys building a rapport and communicating with customers, while delivering customer service excellence.
Works well within a close-knit team of people.
Looking for an opportunity to progress to a role providing application or technical support.
Competencies
Customer Aware - I am able to relate to customers at all levels, I understand the commercial nature of the relationship with customers and treat all customers equally and with respect.
Resilient - I handle work pressure well, working with a varied workload. I am adaptable and handle new or uncertain situations well.
Analytical - I have strong research skills, with the ability to theorise. A great problem solver, taking clear and logical steps to reach a decision. I report my findings clearly.
Good Communicator - I have great verbal and written skills. I listen to others, am approachable and open minded. I am open to and give feedback.
Continuous Improvement - I am eager to acquire new knowledge and skills in order to perform my job more effectively.
Positive - I convey an optimistic and confident approach to situations.
Interested - I want to learn more about what I and the company does.
Committed - I do what I say I'll do; people can count on me.
Respectful - I treat colleagues and customers with deference and respect.
Collaborative - I work well with others to get the desired outcome.
Diversity within the workplace
At Ibcos Computers we are pleased to say we create a diverse and inclusive work environment. We are an equal opportunity employer, and we actively encourage all individuals to express themselves and to achieve their full potential.
As a company, we continuously strive to outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, pregnancy, age, sexual orientation, and/or mental or physical disabilities.
If you have a disability, such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we will be happy to make reasonable adjustments to enable you to complete the process to your best ability.
Company Benefits
. Company Performance Bonus – Paid annually.
. Cycle to work scheme.
. Generous Company Sick pay
. Death in service – 4 x your annual salary.
. Company pension contribution of 5%
. Maternity, Paternity and Shared Parental leave: Ibcos Computers has a generous policy to cover
time off to be with your family at important times in your life.
. Medical Cash plan - which gives you access to the best doctors.
. Generous Holiday Starting at 25 days.