IT Customer Care Technician
IT Customer Care Technician Brief Overview We are working with our client to hire an IT Customer Care/Service Agent to assist in their Southampton office. You will work with the Service Desk IT Technicians and act as the first point of contact for incoming incidents and requests by phone, email, support portal, and in the forthcoming chat channel. You don't have to have a technical support background, but you would come from a customer service type background and need to have an interest in IT. You will ensure that the customers are kept up to date with progress, communicate unplanned disruptions and service windows, and always be available for customer interaction. Members of this team are the "face of IT", and are therefore the most important ambassadors towards the customers. We meet the customers at a critical time, where they need our assistance, understanding and swift resolution. To be successful in this role, you will need to enjoy interacting with people as the primary customer service role and have an interest in IT. We are looking more for service skills than for technical troubleshooting skills. Don't worry if you don't have an IT Support background, but it is important that you are happy to learn about technology to be able to speak knowledgeably with our customers and learn how to resolve basic issues. Therefore, a basic understanding of technology is required, customer service skills, English language skills, business knowledge and technical understanding. If you have a warm, friendly, professional and confident personality and a love of dealing with and helping people, coupled with an interest in IT, this could be for you. Occasional travel will be required. Responsibilities: Answer support queries via ticketing tool (ServiceNow), global phone system, in person or through online chat (coming later). Apply warm, courteous and polite behaviour towards end-users in both verbal and written communications. Log customer issues into the ticketing tool according to procedures to ensure adequate and high quality data-logging. Provide solutions or workarounds when possible, and ensure end users are kept up to date if resolution cannot be offered right away. Ensure timely and adequate escalation based on the assessment of incoming incident or service request when needed. Consult end users, and collect additional information when needed. Provide basic support on standard devices and applications. Proactively search for knowledge to help customers. Be an IT ambassador that ensures trust and confidence with our customers. Skills and capabilities: Excellent English language communication skills by phone, in writing and in person. Other languages are an advantage. "I can help you" attitude. Ability to communicate clearly and understandably, adjust terminology to different parties. Exhibit an ability to listen actively, reflect and summarise to the understanding of the end-user. Interest in basic IT technologies and tools. Work time There will be some rotation in the working times, and they might vary in shifts between 08:00 - 22:00. Each working day will be 7.5 hours long. Commitment to the rotation is required as well as flexibility, as rotation needs might sometimes change quickly due to changing circumstances. Other information If this role is of interest to you or you would like more information, please contact Jon Graham or submit your application now. Triad is an equal opportunities employer and welcomes applications from all suitably qualified people regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief. Triad Group Plc acts as an Employment Business for this contract position.