Role
Our client ,provides a bespoke IT package to transport businesses and offers them guidance and support with any technical issues.
Reporting to the Service Desk Manager a Support Desk Advisor will Provide Level 1 customer support. You will act as first touch customer contact, provide product / services information and efficiently resolve or escalate issues.
Duties and responsibilities
• Manage Level 1 customer support queries raised by phone, email and via our Customer Self Service Portal.
• Effectively communicate with Service Desk colleagues either in person or remotely where applicable.
• Gather customer information and determine the issue and, if possible, the underlying problem
• Troubleshoot and if possible, resolve problems using EPM’s support resources (knowledge base, FAQ’s) plus own product knowledge and initiative.
• Ensure all tickets are completed within defined customer Service Level Agreements.
• Proactively taking tickets appropriate to your skillset and capacity.
• Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged.
• Escalate issues that cannot be resolved to Level 2 support in accordance with defined protocols
• Input details of support queries into EPM’s customer support tracking software (Vivantio) and populate the knowledge database.
• Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy
• Maintain an up to date working knowledge of EPM’s products and services and deliver training sessions on EPM products to colleagues
• Take a proactive approach to addressing support calls and identification of for example repeat issues
• Communicate with development and implementation teams as required.
• Take a flexible approach to requests to perform tasks as directed
Skills and experience
Ideally you will be a Graduate or equivalent in Computer Science or similar.
You may have had a year in industry as a placement
You must be diligent, have excellent customer service skills and be confident on the phone, This could be from experience in a a call centre
You will have had experience of working in a team
Location
Bromsgrove
Benefits
The benefits are:
25 days holiday per annum plus bank holidays (holiday runs from 1st January – 31st December – calendar year) – based on full-time position
Generous Pension Scheme – if eligible to join
Private Health Insurance
Life Assurance
Income Protection
Additional information
Due to the location, public transport is limited, You must therefore have your own transport or way of getting to work.
Job Types: Full-time, Permanent
Salary: £18,000.00-£21,000.00 per year
