Paying up to £23,000
1st Line Support – London – Up to £23,000
My client is a chain store selling women’s, men’s, and children’s clothes, as well as small homeware products. Ever since my clients opened their store 50 years ago, they have committed to running the company as a family business, and their expansion shows that it works. Their current chain has grown organically from a small family business of just six stores and now amounts to almost 300.
Essential duties and responsibilities include, but are not limited to:
·Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
·Effectively communicate with requesters in a bright, confident, and professional manner (by Intelliteach script, spelling, grammatical, and related guidelines);
·Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;
·Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;
·Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
·Escalate unresolved issues to Team Leads.
·Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
Minimum requirements include:
·Must have basic knowledge of Word, Excel, Outlook and keyboarding (will be required to complete a skills assessment for employment consideration).
·Excellent analytical, problem-solving and communication (verbal and written) skills.
·Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions
·Excellent time-management, organizational and communication skills
·Accuracy and the ability to handle a high-volume of work efficiently are essential to this position
·Strong customer service focus, with the ability to work professionally in a call-centre environment (remaining calm and professional with difficult and technically-inexperienced requesters)
·Professional, accountable, and resourceful “team player” mindset