Job Description

We currently have a fantastic opportunity to join our clients growing service desk as a Technical Customer Service Executive. Our client has over 40 years-experience within their sector and can provide excellent progression pathways and benefit packages.

This is a full-time role Monday – Friday, the right candidates should be able to commit to the different shift patterns of:

• 01:00 – 09:30
• 09:00 - 17:30
• 17:00 – 01:30

Technical Customer Service Executive- The role:

• Investigate tickets and provide first and second line services
• Ensure client expectations are appropriately set and are responded to within the agreed guidelines
• Keep to the requirements of the client to prevent escalation and ensure ticket priorities are completed
• Report significant problems progress to the Team Leader
• Communicate solutions to customers in a clear manner and negotiate mutual agreeable solutions
• Provide appropriate advice to customers
• Test software issues and changes which are requested by the customer
• Highlight improvements for the internal processes and software used
• Identify tasks and allocate accordingly to meet timescales
• When appropriate provide onsite support to clients

Technical Customer Service- The Candidate

• Able to problem solve efficiently
• Work well as part of a team
• Use own initiative to prioritise workload
• Can make own decisions confidently and is able to learn from mistakes
• Works well under pressure and has good time management and organisational skills
• Provide excellent level of customer service
• IT literate
• Follow company procedures at all times
• Knowledge of software support systems is advantageous
• Desire to succeed in challenging environments