First Line Support - IT Customer Service - URGENT PERM

Global Technology Solutions Ltd
£16k - £17k pa
05 Oct 2017
06 Nov 2017
Contract Type
Full Time
An opportunity has arisen for experienced First line support / IT customer service co-ordinators / to join a blue chip company based in Northampton. Start date 06/10/17 or soonest date! We are looking for a number of permanent employees and offering between £16,000 - £17,000 depending on experience. You will have worked in a call centre before, handling high volume calls and escalation process. It is also essential that you have a good knowledge IT related products. Skills: Proven experience in a call centre Excellent PC Skills including Microsoft Word, Excel, Outlook and Internet. Excellent verbal and written communication skills and ability to convey information clearly and effectively. Ability to effectively handle multiple tasks in a fast paced environment. Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues. Positive, self-motivated, enthusiastic Organised, able to manage time effectively and prioritise tasks. Flexible and adaptable to meet changing business demands and working environments. Knowledge of standard IT related products. (PC's, Laptops, Printers). Ability to understand detailed processes and apply them correctly Ability to liaise with individuals at all levels in the organisation to obtain any information required to ensure compliance to Phoenix internal and Customer specific requirements Ability to listen to the customers and deal with any query or escalation effectively Responsibilities: To ensure all calls are logged accurately, providing feedback to Call Acceptance or line management where this is not the case. Monitoring all designated incidents through to completion ensuring all activities give the best possible opportunities of achieving contractual commitments. To ensure all relevant, contracted and essential updates are communicated to the customer via the agreed method. Proving quotations and obtaining Purchase Orders from Customers where applicable To liaise with the business units to resolve contract queries if these cannot be resolved within the standard call flow To manage any specific customer requirements To ensure all escalations raised are resolved and the customer updated in a timely manner and at regular intervals until the escalation is resolved. Ensuring the accurate population of all required data prior to call closure, as per procedures. Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet. Periodically review Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements. Carry out any 'ad hoc' assignments as and when required. To be compliant with health and safety company policy and legislation Providing backfill cover to other Functions, where training has been given, as required. Undergoing further or additional training, as identified by Management as a consequence of; process or application changes, Performance improvement plans or Continuous Personal Development. If you have the above skills and experience please apply now!
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