Summer project 29th of April 28th of July Quality personnel are currently looking for a professional, customer service driven helpdesk support agent to join one of our clients for a summer project. This person would need a mix of technical knowledge and the ability to communicate with users of all differently abilities who are remote working. This person needs to be very customer focussed and would need a calming and patient manner. The Shifts Five-day rota across 7 Days. One of these days will be either Saturday or Sunday every week. The shifts pattern varies slightly each week. Weekday shift one - The earliest start would be and the latest finish would be (you will be required to work a shift within these hours) Weekday shift two - The earliest start would be and the latest finish would be (you will be required to work a shift within these hours) Weekend The earliest start and latest finish is The successful candidate Excellent communication and note taking skills. A great technical knowledge and the ability to ask the right questions to diagnose issues. Great accuracy, patient and methodical. Great team player and the ability to remain calm under pressure. To show a methodical and accurate approach to gathering facts, evidence and make conclusions. Quality Personnel acting as an Employment Agency & Business (rated as one of the top 3 Agencies in Milton Keynes for the 4th year running!). Please note due to volume of applications you will only be contacted if we are progressing your application.
Apr 24, 2024
Contractor
Summer project 29th of April 28th of July Quality personnel are currently looking for a professional, customer service driven helpdesk support agent to join one of our clients for a summer project. This person would need a mix of technical knowledge and the ability to communicate with users of all differently abilities who are remote working. This person needs to be very customer focussed and would need a calming and patient manner. The Shifts Five-day rota across 7 Days. One of these days will be either Saturday or Sunday every week. The shifts pattern varies slightly each week. Weekday shift one - The earliest start would be and the latest finish would be (you will be required to work a shift within these hours) Weekday shift two - The earliest start would be and the latest finish would be (you will be required to work a shift within these hours) Weekend The earliest start and latest finish is The successful candidate Excellent communication and note taking skills. A great technical knowledge and the ability to ask the right questions to diagnose issues. Great accuracy, patient and methodical. Great team player and the ability to remain calm under pressure. To show a methodical and accurate approach to gathering facts, evidence and make conclusions. Quality Personnel acting as an Employment Agency & Business (rated as one of the top 3 Agencies in Milton Keynes for the 4th year running!). Please note due to volume of applications you will only be contacted if we are progressing your application.
Technical Support Agent - Permanent Monday to Friday, 9am-5pm (including out of offices 1 week in approx. 6) 23,500 Per Annum Are you a motivated and technical individual who is looking to work for a well-established company that offer excellent training and skill development opportunities? We are recruiting for a Technical Support Agent on a full-time permanent basis. You will be working directly with customers to educate them on features and carry out remote remedial work for the company's software. Areas of responsibility include: Answer calls and emails to resolve technical issues by remotely connecting to customer sites Call customers to explain certain functions, causes and solutions to the problem Escalate issues to your line manager as appropriate Complete training sessions to increase knowledge of new features Skills and Requirements: Excellent organisation and time management skills Self-motivated and have a professional telephone manner High attention to detail Hardworking and committed, with a sense of humour Benefits: Yearly bonus twice a year 25 days annual leave, plus Long Service Award of one extra day annual holiday for every 5 years worked Flexible working environment Pension scheme (3% employers' contribution) Life assurance Lunch provided once a week Snacks and fruits available Great onsite facilities, including gym, pool table and XBox To find out more about this superb opportunity and package, apply now to receive further details. Shortlisting has begun. Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation. PLEASE NOTE! You should make yourself aware of how immigration laws apply to your situation before applying for any jobs. We are acting as a Recruitment Business in relation to this role.
Apr 24, 2024
Full time
Technical Support Agent - Permanent Monday to Friday, 9am-5pm (including out of offices 1 week in approx. 6) 23,500 Per Annum Are you a motivated and technical individual who is looking to work for a well-established company that offer excellent training and skill development opportunities? We are recruiting for a Technical Support Agent on a full-time permanent basis. You will be working directly with customers to educate them on features and carry out remote remedial work for the company's software. Areas of responsibility include: Answer calls and emails to resolve technical issues by remotely connecting to customer sites Call customers to explain certain functions, causes and solutions to the problem Escalate issues to your line manager as appropriate Complete training sessions to increase knowledge of new features Skills and Requirements: Excellent organisation and time management skills Self-motivated and have a professional telephone manner High attention to detail Hardworking and committed, with a sense of humour Benefits: Yearly bonus twice a year 25 days annual leave, plus Long Service Award of one extra day annual holiday for every 5 years worked Flexible working environment Pension scheme (3% employers' contribution) Life assurance Lunch provided once a week Snacks and fruits available Great onsite facilities, including gym, pool table and XBox To find out more about this superb opportunity and package, apply now to receive further details. Shortlisting has begun. Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation. PLEASE NOTE! You should make yourself aware of how immigration laws apply to your situation before applying for any jobs. We are acting as a Recruitment Business in relation to this role.
Job title: Customer Helpdesk Support Agent Salary: 20,000 - 24,000 Location: Office - Kings Hill, Kent Schedule: Monday - Friday, flexible working hours between 08.00-18.00, 7.5 hours per day, 37.5 hours per week. Shift Patterns: 8:00-16:00, 9:00-17:00, 10-18:00 and weekend work included. About you Do you have previous customer service experience and would like to step into a technical helpdesk position? We are looking for Customer Helpdesk Technican's who will provide our customers with quick concise diagnostics and technical support who are experiencing issues with their broadband service. This is a training opportunity for those who are interested in learning more about telecoms! The role: Working as part of the Technical Support Team your role will be pivotal in keeping our customer connected to their broadband. You will provide a world class customer service and manage customer incidents and reassuring the customer by providing speedy resolutions with their broadband, phone line, fibre broadband and WIFI and router issues to deliver excellent customer service resolution in superspeed time by; Respond to customers within the agreed target times when service issues are detected and communicate to the customer through various technologies, for example, phone, e-mail and webchat, until resolution. Manage tickets assigned, logging and keeping records of customer services issues and solutions in the helpdesk ticketing system, ensuring all is up to date. Diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed and where fault cannot be fixed remotely escalate to field engineers. Escalate service users to second and third line support engineers when appropriate for swift resolution Liaise with third party telecommunication providers to achieve a swift and satisfactory resolution for all customers. Skills and Experience Experience in a customer service, call centre environment or first line support ideally in telecommunications industry would be preferred but not essential. Delivering exceptional high quality standard customer service, technical support and stiving to improve customer service experience. Working in a fast paced environment, experience to adapt to each circumstance to win over customers and overcome challenges. Excellent communications skills, verbal, listening, written and being able to talk through the customer through the required steps to resolve issues Have a desire to learn and develop knowledge about broadband, WIFI, Routers and also how the Trooli network works Good level of knowledge with IT literacy and technical understanding and logical thinker Excellent attention to detail, and analytical thinking Qualifications: Ideally you will have one of the following qualifications or equivalent experience: Educated to GCSE or equivalent, ideally grade C and above with math, English, and IT or Science NVQ level 1, 2 or 3 in Customer services would be beneficial Network Engineer qualification computer software/systems engineer, computer systems and networks At Trooli we work hard to create an inclusive, collaborative and rewarding environment where you are encouraged to make a difference and achieve great things. We welcome applicants who struggle to apply online to contact for a chat or email us directly to (url removed). We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely.
Apr 24, 2024
Full time
Job title: Customer Helpdesk Support Agent Salary: 20,000 - 24,000 Location: Office - Kings Hill, Kent Schedule: Monday - Friday, flexible working hours between 08.00-18.00, 7.5 hours per day, 37.5 hours per week. Shift Patterns: 8:00-16:00, 9:00-17:00, 10-18:00 and weekend work included. About you Do you have previous customer service experience and would like to step into a technical helpdesk position? We are looking for Customer Helpdesk Technican's who will provide our customers with quick concise diagnostics and technical support who are experiencing issues with their broadband service. This is a training opportunity for those who are interested in learning more about telecoms! The role: Working as part of the Technical Support Team your role will be pivotal in keeping our customer connected to their broadband. You will provide a world class customer service and manage customer incidents and reassuring the customer by providing speedy resolutions with their broadband, phone line, fibre broadband and WIFI and router issues to deliver excellent customer service resolution in superspeed time by; Respond to customers within the agreed target times when service issues are detected and communicate to the customer through various technologies, for example, phone, e-mail and webchat, until resolution. Manage tickets assigned, logging and keeping records of customer services issues and solutions in the helpdesk ticketing system, ensuring all is up to date. Diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed and where fault cannot be fixed remotely escalate to field engineers. Escalate service users to second and third line support engineers when appropriate for swift resolution Liaise with third party telecommunication providers to achieve a swift and satisfactory resolution for all customers. Skills and Experience Experience in a customer service, call centre environment or first line support ideally in telecommunications industry would be preferred but not essential. Delivering exceptional high quality standard customer service, technical support and stiving to improve customer service experience. Working in a fast paced environment, experience to adapt to each circumstance to win over customers and overcome challenges. Excellent communications skills, verbal, listening, written and being able to talk through the customer through the required steps to resolve issues Have a desire to learn and develop knowledge about broadband, WIFI, Routers and also how the Trooli network works Good level of knowledge with IT literacy and technical understanding and logical thinker Excellent attention to detail, and analytical thinking Qualifications: Ideally you will have one of the following qualifications or equivalent experience: Educated to GCSE or equivalent, ideally grade C and above with math, English, and IT or Science NVQ level 1, 2 or 3 in Customer services would be beneficial Network Engineer qualification computer software/systems engineer, computer systems and networks At Trooli we work hard to create an inclusive, collaborative and rewarding environment where you are encouraged to make a difference and achieve great things. We welcome applicants who struggle to apply online to contact for a chat or email us directly to (url removed). We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely.
To provide a professional and client-driven phone / video support role to end users working at home. Thehelpdesk support provided to our customers is of a technical nature along with bespoke software issues.Required mix of both technical and customer support skills with a willing to learn and apply resolutionsto home end computer users remotely.Note: The public end users have mixed computer abilities, on their home computers and are working todeadlines.Training provided: Customer support, processes and procedures, phone conversations, team building,bespoke software training. To be successful in this role, you will need to have: Excellent verbal, listening and note taking skills. Able to relate to raised technical issues,questions, and situations - handling inexperienced computer users.Customer focused manner, being patient, methodical and accurate.Good interpersonal skills. Being a team player and sharing idea. Remain cool under pressure.Have a strong understanding of Microsoft, computers/ laptop functionality; internetcommunications, wireless functionality; firewalls and anti-viruses and program conflict problemsolving.Show a methodical and accurate approach to analysing issues: gathering facts, evidence andbeing able to make conclusions.Work without close supervision, be pro-active in meeting supporting requirements anddeadlines.Competent user of Microsoft Office applications: Windows Explorer, Edge, Outlook, Excel, Word,Teams, Quick Assist, Snipping tool.Able to discuss / present technical details Produce clear reports / documentation when required.A willingness to learn new processes, new software.Excellent time management skills.
Apr 23, 2024
Full time
To provide a professional and client-driven phone / video support role to end users working at home. Thehelpdesk support provided to our customers is of a technical nature along with bespoke software issues.Required mix of both technical and customer support skills with a willing to learn and apply resolutionsto home end computer users remotely.Note: The public end users have mixed computer abilities, on their home computers and are working todeadlines.Training provided: Customer support, processes and procedures, phone conversations, team building,bespoke software training. To be successful in this role, you will need to have: Excellent verbal, listening and note taking skills. Able to relate to raised technical issues,questions, and situations - handling inexperienced computer users.Customer focused manner, being patient, methodical and accurate.Good interpersonal skills. Being a team player and sharing idea. Remain cool under pressure.Have a strong understanding of Microsoft, computers/ laptop functionality; internetcommunications, wireless functionality; firewalls and anti-viruses and program conflict problemsolving.Show a methodical and accurate approach to analysing issues: gathering facts, evidence andbeing able to make conclusions.Work without close supervision, be pro-active in meeting supporting requirements anddeadlines.Competent user of Microsoft Office applications: Windows Explorer, Edge, Outlook, Excel, Word,Teams, Quick Assist, Snipping tool.Able to discuss / present technical details Produce clear reports / documentation when required.A willingness to learn new processes, new software.Excellent time management skills.
Technical Support Agent - Permanent Monday to Friday, 9am-5pm (including out of offices 1 week in approx. 6) £23,500 Per Annum Are you a motivated and technical individual who is looking to work for a well-established company that offer excellent training and skill development opportunities? We are recruiting for a Technical Support Agent on a full-time permanent basis. You will be working directly with customers to educate them on features and carry out remote remedial work for the company's software. Areas of responsibility include: Answer calls and emails to resolve technical issues by remotely connecting to customer sites Call customers to explain certain functions, causes and solutions to the problem Escalate issues to your line manager as appropriate Complete training sessions to increase knowledge of new features Skills and Requirements: Excellent organisation and time management skills Self-motivated and have a professional telephone manner High attention to detail Hardworking and committed, with a sense of humour Benefits: Yearly bonus twice a year 25 days annual leave, plus Long Service Award of one extra day annual holiday for every 5 years worked Flexible working environment Pension scheme (3% employers' contribution) Life assurance Lunch provided once a week Snacks and fruits available Great onsite facilities, including gym, pool table and XBox To find out more about this superb opportunity and package, apply now to receive further details. Shortlisting has begun. Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation. PLEASE NOTE! You should make yourself aware of how immigration laws apply to your situation before applying for any jobs. We are acting as a Recruitment Business in relation to this role.
Apr 17, 2024
Full time
Technical Support Agent - Permanent Monday to Friday, 9am-5pm (including out of offices 1 week in approx. 6) £23,500 Per Annum Are you a motivated and technical individual who is looking to work for a well-established company that offer excellent training and skill development opportunities? We are recruiting for a Technical Support Agent on a full-time permanent basis. You will be working directly with customers to educate them on features and carry out remote remedial work for the company's software. Areas of responsibility include: Answer calls and emails to resolve technical issues by remotely connecting to customer sites Call customers to explain certain functions, causes and solutions to the problem Escalate issues to your line manager as appropriate Complete training sessions to increase knowledge of new features Skills and Requirements: Excellent organisation and time management skills Self-motivated and have a professional telephone manner High attention to detail Hardworking and committed, with a sense of humour Benefits: Yearly bonus twice a year 25 days annual leave, plus Long Service Award of one extra day annual holiday for every 5 years worked Flexible working environment Pension scheme (3% employers' contribution) Life assurance Lunch provided once a week Snacks and fruits available Great onsite facilities, including gym, pool table and XBox To find out more about this superb opportunity and package, apply now to receive further details. Shortlisting has begun. Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation. PLEASE NOTE! You should make yourself aware of how immigration laws apply to your situation before applying for any jobs. We are acting as a Recruitment Business in relation to this role.
Following a recent internal promotion, a fantastic opportunity has arisen for a Service Desk Analyst to join our busy IT Operations Team. This role is on a permanent full-time basis working 37 hours per week, primarily based in our modern head office in Birkenhead, with some home-working as part of a hybrid working policy. The office is easily accessible from most transport links with just a short walk from Hamilton Square train station and local bus routes. Free parking is provided to staff either on site or nearby. The role of Service Desk Analyst reports directly to the Service Desk Improvement Manager. The overall purpose of the role will be to provide timely, high quality IT support to enable your colleagues to do their jobs effectively. This is an exciting time to join the team as we embark on an improvement programme, look to achieve certification with the Service Desk Institute (SDI), and plan to replace our helpdesk software with a modern IT service management solution. You will be someone with a positive and enthusiastic personality with a strong focus on teamwork and customer service. You will have excellent technical and analytical skills combined with a methodical approach to troubleshooting and fault resolution. Service Desk Analyst Requirements: Experience of providing first and second line technical support in the workplace, supporting multiple users, logging and resolving incidents and service requests on an IT service management system. Technically competent in Active Directory, Windows 10, Exchange Online/Outlook and Windows Server 2012 and above. Experience of configuring, deploying and managing mobile devices including laptops, smartphones and tablets. Good verbal and written communication skills are a must and ideally you will be fully proficient in all Microsoft Office packages. A full induction will be given to help you settle into your new role with an opportunity to meet new colleagues and find out more about Magenta Living. In addition, Service Desk Analysts are provided with SDI Service Desk Analyst and ITIL training, with the opportunity to get accredited. Service Desk Analyst Benefits: 25 days annual leave entitlement Healthcare Cash Plan Pension Scheme Talent Management Programmes and e-learning access Wellbeing and Employee Engagement initiatives A subsidised on-site gym Free parking is provided to staff either on site or nearby If you think that you are suitable for this Service Desk Analyst role, please apply now with your CV and Covering Letter! Closing Date: Monday 10th January 2022 Interview Date(s): Wed 19th/Thurs 20th January 2022 Our Values: Adaptability, Accountability, Ambition Our Equality, Diversity and Inclusion Commitment Statement Magenta Living are committed to creating a diverse and inclusive workforce and are proud to be an equal opportunities employer. Applications from all suitably qualified individuals are encouraged regardless of age, disability, gender, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We offer a range of family friendly policies and flexible working arrangements to support employees from different backgrounds. We will positively encourage applications from candidates with protected characteristics which are under-represented in specific roles in accordance with Section 158 of the Equality Act 2010.
Jan 08, 2022
Full time
Following a recent internal promotion, a fantastic opportunity has arisen for a Service Desk Analyst to join our busy IT Operations Team. This role is on a permanent full-time basis working 37 hours per week, primarily based in our modern head office in Birkenhead, with some home-working as part of a hybrid working policy. The office is easily accessible from most transport links with just a short walk from Hamilton Square train station and local bus routes. Free parking is provided to staff either on site or nearby. The role of Service Desk Analyst reports directly to the Service Desk Improvement Manager. The overall purpose of the role will be to provide timely, high quality IT support to enable your colleagues to do their jobs effectively. This is an exciting time to join the team as we embark on an improvement programme, look to achieve certification with the Service Desk Institute (SDI), and plan to replace our helpdesk software with a modern IT service management solution. You will be someone with a positive and enthusiastic personality with a strong focus on teamwork and customer service. You will have excellent technical and analytical skills combined with a methodical approach to troubleshooting and fault resolution. Service Desk Analyst Requirements: Experience of providing first and second line technical support in the workplace, supporting multiple users, logging and resolving incidents and service requests on an IT service management system. Technically competent in Active Directory, Windows 10, Exchange Online/Outlook and Windows Server 2012 and above. Experience of configuring, deploying and managing mobile devices including laptops, smartphones and tablets. Good verbal and written communication skills are a must and ideally you will be fully proficient in all Microsoft Office packages. A full induction will be given to help you settle into your new role with an opportunity to meet new colleagues and find out more about Magenta Living. In addition, Service Desk Analysts are provided with SDI Service Desk Analyst and ITIL training, with the opportunity to get accredited. Service Desk Analyst Benefits: 25 days annual leave entitlement Healthcare Cash Plan Pension Scheme Talent Management Programmes and e-learning access Wellbeing and Employee Engagement initiatives A subsidised on-site gym Free parking is provided to staff either on site or nearby If you think that you are suitable for this Service Desk Analyst role, please apply now with your CV and Covering Letter! Closing Date: Monday 10th January 2022 Interview Date(s): Wed 19th/Thurs 20th January 2022 Our Values: Adaptability, Accountability, Ambition Our Equality, Diversity and Inclusion Commitment Statement Magenta Living are committed to creating a diverse and inclusive workforce and are proud to be an equal opportunities employer. Applications from all suitably qualified individuals are encouraged regardless of age, disability, gender, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We offer a range of family friendly policies and flexible working arrangements to support employees from different backgrounds. We will positively encourage applications from candidates with protected characteristics which are under-represented in specific roles in accordance with Section 158 of the Equality Act 2010.
Job title: Service Desk Agent
Location: Budapest
Language: Swedish Native/C1
Availability (notice period) to join once confirmed: Immediate
Expected Monthly Salary in HUF: 500-600K HUF Gross monthly / 16-17 EUR P/H
Contract: Permanent
Years of relevant experience: Fresher/Junior
Main purpose of job:
Providing 1st level German-speaking telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.
To be a successful Service Desk Agent, the individual must be customer and service-oriented, self-confident, and have an aptitude for ICT issues.
Responsibilities
Main job tasks and responsibilities:
Maintains direct contact with the client or ticket holder, is available for receiving calls / e-mails / tickets / requests / incidents and to answer them as soon as possible.
Records the incoming client requests - orders or incidents -, creates tickets.
Questions the client thoroughly in the interest of fault diagnosis.
Monitors the systems and creates a ticket when a defect is detected.
Processes the incoming tickets (eg from the helpdesk).
Identify, diagnose and categorize the incident / call / ticket and determines priorities.
Solves simple problems in connection with MS Office applications and the most common operating systems with the help of the knowledge base. In case of working in the telecom systems field, it solves simple problems with networks and network components.
Changes user settings from distance if needed.
Forwards more complex problems to next level of support.
Updates client information and the ticket management system throughout the entire process, and logs information.
Tracks tickets and informs the client about its status.
Observes the expected service levels as stated in the contract.
Closes the ticket.
Reports to the requester of the report at the requested frequency.
Qualifications
Must be fluent or have an advanced level in German and English.
All interested candidates must be in possession of a valid EU passport.
Full training to be provided.
Dec 12, 2018
Full time
Job title: Service Desk Agent
Location: Budapest
Language: Swedish Native/C1
Availability (notice period) to join once confirmed: Immediate
Expected Monthly Salary in HUF: 500-600K HUF Gross monthly / 16-17 EUR P/H
Contract: Permanent
Years of relevant experience: Fresher/Junior
Main purpose of job:
Providing 1st level German-speaking telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.
To be a successful Service Desk Agent, the individual must be customer and service-oriented, self-confident, and have an aptitude for ICT issues.
Responsibilities
Main job tasks and responsibilities:
Maintains direct contact with the client or ticket holder, is available for receiving calls / e-mails / tickets / requests / incidents and to answer them as soon as possible.
Records the incoming client requests - orders or incidents -, creates tickets.
Questions the client thoroughly in the interest of fault diagnosis.
Monitors the systems and creates a ticket when a defect is detected.
Processes the incoming tickets (eg from the helpdesk).
Identify, diagnose and categorize the incident / call / ticket and determines priorities.
Solves simple problems in connection with MS Office applications and the most common operating systems with the help of the knowledge base. In case of working in the telecom systems field, it solves simple problems with networks and network components.
Changes user settings from distance if needed.
Forwards more complex problems to next level of support.
Updates client information and the ticket management system throughout the entire process, and logs information.
Tracks tickets and informs the client about its status.
Observes the expected service levels as stated in the contract.
Closes the ticket.
Reports to the requester of the report at the requested frequency.
Qualifications
Must be fluent or have an advanced level in German and English.
All interested candidates must be in possession of a valid EU passport.
Full training to be provided.
Customer Operations Team Lead
Cheltenham
£30k - £35k DoE
We have an incredible opportunity for a Customer Operations Team Lead to join our fast-paced and innovative client on a permanent basis. Our renowned client has received significant investment and has exciting plans to grow through the use of intelligent technology solutions.
The role of Customer Operations Team Lead will provide frontline customer service along with a team of Support Agents, Analysts, Technicians and Engineers. If successful, you will be responsible for leading and motivating first and second line technicians and support analysts. Your focus will be on driving exceptional customer service, building a world class support function and identifying opportunities for continuous improvement.
Key Responsibilities:
Line manage a team of Support Analysts by inspiring, developing and supporting them
Foster an environment of collaboration within the team to deliver quick resolutions
Effectively resolve escalated enquiries/complaints referred by team members
Champion a culture of continuous improvement supporting the continual development of systems and processes, with awareness of industry trends and best practices
Ensure useful and relevant real-time monitoring & reporting are available
Provide the required management information relating to customer contact including trend analysis and present in weekly ARR meetings
Track and identify trends across tickets for customer behaviour forming part of early warning system for other ARR team members
Collaborate with the product team to capture customer requirements that feed in to the Roadmap
Key Skills and Experience:
Essential:
Previous experience in leading and managing a customer service environment
Experience of modern contact centre technologies such as CRM systems, social media, forums, ticketing, monitoring and web chat.
Have a desire to embrace new technologies, tools & processes
Excellent interpersonal and motivational skills
Highly effective at prioritising, planning and managing work to defined timescales
Have a proven ability to meet customer service targets and deadlines
Ability to qualify, evaluate and feedback the impact of commercial decisions
Desirable:
Understand the importance and impact of first point resolution (FPR)
Expansive knowledge of the Tech and eCommerce / Marketplace industries
Experience with MySQL databases and Java based applications
Experience in effective customer complaint handling
Track record of creative and innovative ideas that deliver, a motivated team, increased CSAT and an energised workplace
Benefits:
Company bonus scheme
If you require any further information please contact Joe Lyons on (Apply online only)
GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.
Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Oxford, Reading, Birmingham and South Wales.
Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients
Oct 29, 2018
Customer Operations Team Lead
Cheltenham
£30k - £35k DoE
We have an incredible opportunity for a Customer Operations Team Lead to join our fast-paced and innovative client on a permanent basis. Our renowned client has received significant investment and has exciting plans to grow through the use of intelligent technology solutions.
The role of Customer Operations Team Lead will provide frontline customer service along with a team of Support Agents, Analysts, Technicians and Engineers. If successful, you will be responsible for leading and motivating first and second line technicians and support analysts. Your focus will be on driving exceptional customer service, building a world class support function and identifying opportunities for continuous improvement.
Key Responsibilities:
Line manage a team of Support Analysts by inspiring, developing and supporting them
Foster an environment of collaboration within the team to deliver quick resolutions
Effectively resolve escalated enquiries/complaints referred by team members
Champion a culture of continuous improvement supporting the continual development of systems and processes, with awareness of industry trends and best practices
Ensure useful and relevant real-time monitoring & reporting are available
Provide the required management information relating to customer contact including trend analysis and present in weekly ARR meetings
Track and identify trends across tickets for customer behaviour forming part of early warning system for other ARR team members
Collaborate with the product team to capture customer requirements that feed in to the Roadmap
Key Skills and Experience:
Essential:
Previous experience in leading and managing a customer service environment
Experience of modern contact centre technologies such as CRM systems, social media, forums, ticketing, monitoring and web chat.
Have a desire to embrace new technologies, tools & processes
Excellent interpersonal and motivational skills
Highly effective at prioritising, planning and managing work to defined timescales
Have a proven ability to meet customer service targets and deadlines
Ability to qualify, evaluate and feedback the impact of commercial decisions
Desirable:
Understand the importance and impact of first point resolution (FPR)
Expansive knowledge of the Tech and eCommerce / Marketplace industries
Experience with MySQL databases and Java based applications
Experience in effective customer complaint handling
Track record of creative and innovative ideas that deliver, a motivated team, increased CSAT and an energised workplace
Benefits:
Company bonus scheme
If you require any further information please contact Joe Lyons on (Apply online only)
GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.
Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Oxford, Reading, Birmingham and South Wales.
Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients
We are recruiting for 2nd Line Technical Helpdesk Agent, to work within our Client Service Centre in Leeds, this opportunity will see you deliver exceptional customer service in assisting our key clients with support on client copiers, printers and other multi-functional devices.
With the support of a collaborative and close-knit team you will be key in helping drive our service delivery, supporting process improvements and contributing to the growth of the Xerox business.
As we grow our business we want you to grow with us. We will not only provide you with the training and support you need to succeed, but a suite of E-learning modules to help you get to where you want to go. We will encourage you to develop your skills and aspirations whatever they may be.
Main Responsibilities:
With your extensive track record in delivering excellent customer service you will be the primary advisor for both the client and support on all escalation initiations and service delivery. On a day to day basis you will be responsible for;
- Promptly and efficiently handling telephone calls to ensure the best possible customer experience
- Inviting customers to participate in telephone based problem resolution using available tools to diagnose and resolve technical problems
- Facilitating or escalating customer issues and complaints, both internally and externally
- Providing support to the Service Delivery Team
- Liaising with various service desks, Xerox and 3rd party service providers
- Maintaining accurate database information within XOS software application and other toolsets.
- Progress all consumables orders, and track to resolution. (Alerts and Tickets)
- Support and deliver accurate Installation, Move and Change processes
- Manage team incident workflows and resolution timelines within SLA
- Providing feedback to management on any issues with logistics and/or in relation to the quality of information received
Process adherence:
- Adhere to Xerox standards and procedures at all times.
- Contribute to process improvement activities.
- Adhere to Xerox quality and accuracy standards at all times.
Coaching:
-Participate in team meetings and 1-1 sessions with your Team Leader
- Coach new team members on processes and products in respect of specific client bases
- Security & Confidentiality:
- Appreciation for customer and Xerox sensitive data
- Risk aware, with a ‘stop and check’ approach
- Adhere to Xerox security standards at all times
Essential:
- Proven track record in delivery of excellent customer service
- Good experience of problem solving and working to SLA’s/Targets
- GCSE grade C or above (or equivalent) in English & Maths
-Strong focus on, and attention to, detail and accuracy
- Excellent communication skills, both verbal and written
- Good command of MS Office Suite, primarily Excel, Word and Outlook
- Basic understanding of Network Principles.
Desirable:
- Knowledge of Xerox billing methodology and systems
- Excellent technical knowledge of Laser Printing and MFD device functionality
- Knowledge of network protocols and operating systems
- Any relevant industry qualifications – I.e. A+, MCDST, Cisco CCN
- Personal Characteristics
- Good Team Player
- Flexible
- ‘Can do’ attitude
- Ability to work under pressure
- Ability to adapt to change in the workplace
- Problem solving skills
- Customer relationship building
- Prioritisation & Negotiation skills
- Customer Focus
- Personal resilience
- Detail Focus
If you meet the requirements of this position and are ready to work for a world-class company with a great marketplace reputation, apply today!
Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.
Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail
Sep 09, 2016
We are recruiting for 2nd Line Technical Helpdesk Agent, to work within our Client Service Centre in Leeds, this opportunity will see you deliver exceptional customer service in assisting our key clients with support on client copiers, printers and other multi-functional devices.
With the support of a collaborative and close-knit team you will be key in helping drive our service delivery, supporting process improvements and contributing to the growth of the Xerox business.
As we grow our business we want you to grow with us. We will not only provide you with the training and support you need to succeed, but a suite of E-learning modules to help you get to where you want to go. We will encourage you to develop your skills and aspirations whatever they may be.
Main Responsibilities:
With your extensive track record in delivering excellent customer service you will be the primary advisor for both the client and support on all escalation initiations and service delivery. On a day to day basis you will be responsible for;
- Promptly and efficiently handling telephone calls to ensure the best possible customer experience
- Inviting customers to participate in telephone based problem resolution using available tools to diagnose and resolve technical problems
- Facilitating or escalating customer issues and complaints, both internally and externally
- Providing support to the Service Delivery Team
- Liaising with various service desks, Xerox and 3rd party service providers
- Maintaining accurate database information within XOS software application and other toolsets.
- Progress all consumables orders, and track to resolution. (Alerts and Tickets)
- Support and deliver accurate Installation, Move and Change processes
- Manage team incident workflows and resolution timelines within SLA
- Providing feedback to management on any issues with logistics and/or in relation to the quality of information received
Process adherence:
- Adhere to Xerox standards and procedures at all times.
- Contribute to process improvement activities.
- Adhere to Xerox quality and accuracy standards at all times.
Coaching:
-Participate in team meetings and 1-1 sessions with your Team Leader
- Coach new team members on processes and products in respect of specific client bases
- Security & Confidentiality:
- Appreciation for customer and Xerox sensitive data
- Risk aware, with a ‘stop and check’ approach
- Adhere to Xerox security standards at all times
Essential:
- Proven track record in delivery of excellent customer service
- Good experience of problem solving and working to SLA’s/Targets
- GCSE grade C or above (or equivalent) in English & Maths
-Strong focus on, and attention to, detail and accuracy
- Excellent communication skills, both verbal and written
- Good command of MS Office Suite, primarily Excel, Word and Outlook
- Basic understanding of Network Principles.
Desirable:
- Knowledge of Xerox billing methodology and systems
- Excellent technical knowledge of Laser Printing and MFD device functionality
- Knowledge of network protocols and operating systems
- Any relevant industry qualifications – I.e. A+, MCDST, Cisco CCN
- Personal Characteristics
- Good Team Player
- Flexible
- ‘Can do’ attitude
- Ability to work under pressure
- Ability to adapt to change in the workplace
- Problem solving skills
- Customer relationship building
- Prioritisation & Negotiation skills
- Customer Focus
- Personal resilience
- Detail Focus
If you meet the requirements of this position and are ready to work for a world-class company with a great marketplace reputation, apply today!
Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.
Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail
We are recruiting for 2nd Line Technical Helpdesk Agent, to work within our Client Service Centre in Leeds, this opportunity will see you deliver exceptional customer service in assisting our key clients with support on client copiers, printers and other multi-functional devices.
With the support of a collaborative and close-knit team you will be key in helping drive our service delivery, supporting process improvements and contributing to the growth of the Xerox business.
As we grow our business we want you to grow with us. We will not only provide you with the training and support you need to succeed, but a suite of E-learning modules to help you get to where you want to go. We will encourage you to develop your skills and aspirations whatever they may be.
Main Responsibilities:
With your extensive track record in delivering excellent customer service you will be the primary advisor for both the client and support on all escalation initiations and service delivery. On a day to day basis you will be responsible for;
- Promptly and efficiently handling telephone calls to ensure the best possible customer experience
- Inviting customers to participate in telephone based problem resolution using available tools to diagnose and resolve technical problems
- Facilitating or escalating customer issues and complaints, both internally and externally
- Providing support to the Service Delivery Team
- Liaising with various service desks, Xerox and 3rd party service providers
- Maintaining accurate database information within XOS software application and other toolsets.
- Progress all consumables orders, and track to resolution. (Alerts and Tickets)
- Support and deliver accurate Installation, Move and Change processes
- Manage team incident workflows and resolution timelines within SLA
- Providing feedback to management on any issues with logistics and/or in relation to the quality of information received
Process adherence:
- Adhere to Xerox standards and procedures at all times.
- Contribute to process improvement activities.
- Adhere to Xerox quality and accuracy standards at all times.
Coaching:
-Participate in team meetings and 1-1 sessions with your Team Leader
- Coach new team members on processes and products in respect of specific client bases
- Security & Confidentiality:
- Appreciation for customer and Xerox sensitive data
- Risk aware, with a ‘stop and check’ approach
- Adhere to Xerox security standards at all times
Essential:
- Proven track record in delivery of excellent customer service
- Good experience of problem solving and working to SLA’s/Targets
- GCSE grade C or above (or equivalent) in English & Maths
-Strong focus on, and attention to, detail and accuracy
- Excellent communication skills, both verbal and written
- Good command of MS Office Suite, primarily Excel, Word and Outlook
- Basic understanding of Network Principles.
Desirable:
- Knowledge of Xerox billing methodology and systems
- Excellent technical knowledge of Laser Printing and MFD device functionality
- Knowledge of network protocols and operating systems
- Any relevant industry qualifications – I.e. A+, MCDST, Cisco CCN
- Personal Characteristics
- Good Team Player
- Flexible
- ‘Can do’ attitude
- Ability to work under pressure
- Ability to adapt to change in the workplace
- Problem solving skills
- Customer relationship building
- Prioritisation & Negotiation skills
- Customer Focus
- Personal resilience
- Detail Focus
If you meet the requirements of this position and are ready to work for a world-class company with a great marketplace reputation, apply today!
Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.
Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail
Sep 09, 2016
We are recruiting for 2nd Line Technical Helpdesk Agent, to work within our Client Service Centre in Leeds, this opportunity will see you deliver exceptional customer service in assisting our key clients with support on client copiers, printers and other multi-functional devices.
With the support of a collaborative and close-knit team you will be key in helping drive our service delivery, supporting process improvements and contributing to the growth of the Xerox business.
As we grow our business we want you to grow with us. We will not only provide you with the training and support you need to succeed, but a suite of E-learning modules to help you get to where you want to go. We will encourage you to develop your skills and aspirations whatever they may be.
Main Responsibilities:
With your extensive track record in delivering excellent customer service you will be the primary advisor for both the client and support on all escalation initiations and service delivery. On a day to day basis you will be responsible for;
- Promptly and efficiently handling telephone calls to ensure the best possible customer experience
- Inviting customers to participate in telephone based problem resolution using available tools to diagnose and resolve technical problems
- Facilitating or escalating customer issues and complaints, both internally and externally
- Providing support to the Service Delivery Team
- Liaising with various service desks, Xerox and 3rd party service providers
- Maintaining accurate database information within XOS software application and other toolsets.
- Progress all consumables orders, and track to resolution. (Alerts and Tickets)
- Support and deliver accurate Installation, Move and Change processes
- Manage team incident workflows and resolution timelines within SLA
- Providing feedback to management on any issues with logistics and/or in relation to the quality of information received
Process adherence:
- Adhere to Xerox standards and procedures at all times.
- Contribute to process improvement activities.
- Adhere to Xerox quality and accuracy standards at all times.
Coaching:
-Participate in team meetings and 1-1 sessions with your Team Leader
- Coach new team members on processes and products in respect of specific client bases
- Security & Confidentiality:
- Appreciation for customer and Xerox sensitive data
- Risk aware, with a ‘stop and check’ approach
- Adhere to Xerox security standards at all times
Essential:
- Proven track record in delivery of excellent customer service
- Good experience of problem solving and working to SLA’s/Targets
- GCSE grade C or above (or equivalent) in English & Maths
-Strong focus on, and attention to, detail and accuracy
- Excellent communication skills, both verbal and written
- Good command of MS Office Suite, primarily Excel, Word and Outlook
- Basic understanding of Network Principles.
Desirable:
- Knowledge of Xerox billing methodology and systems
- Excellent technical knowledge of Laser Printing and MFD device functionality
- Knowledge of network protocols and operating systems
- Any relevant industry qualifications – I.e. A+, MCDST, Cisco CCN
- Personal Characteristics
- Good Team Player
- Flexible
- ‘Can do’ attitude
- Ability to work under pressure
- Ability to adapt to change in the workplace
- Problem solving skills
- Customer relationship building
- Prioritisation & Negotiation skills
- Customer Focus
- Personal resilience
- Detail Focus
If you meet the requirements of this position and are ready to work for a world-class company with a great marketplace reputation, apply today!
Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.
Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail