Customer Service Advisor

JOB TITLE: Customer Service Advisor

SALARY: £24,000 per annum

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, income protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program

Do you have Customer Service experience and an interest in technology? Do you enjoy talking to people and solving issues? Or are you looking at joining a reputable company where you can grow and develop?

If so, we may have the role for you.

Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

We are looking for Customer Service Advisors to help client technical issues that come in by either phone or email.  

LOCATION: Livingston – Hybrid working, once training complete.

JOB SPECIFICATION:Customer Service Advisor

The role sits within a very large IT service desk where you will be responsible for the day-to-day technical enquiries from our client.

• You’ll be the first point of contact for customers, and you will be responsible for logging all technical related incidents and requests by either phone or email and you’ll be responsible for resolving them in accordance with our service level agreements.
• You’ll take full ownership of tickets to ensure that customers have a consistent line of communication for queries.
• You’ll work with other parts of the technical support team, using their knowledge and experience, to reach a satisfactory resolution.

REQUIREMENTS: Customer Service Advisor

This role would really suit someone who is currently in a Customer Service environment who has an eye for technical issues or has a slight interest in technology.

We are looking for someone with 6-12 months Customer Service experience or within a helpdesk.

In addition, we are looking for people who are:

• Strong communicators and someone that thrives off getting resolutions to issues.
• If you have experience with Service Now, this would be advantageous.
• Previous experience with working within a fast-paced environment

KEYWORDS: Customer Service Advisor, 1st Line IT Support, 1st Line, Customer Service, Customer Helpdesk, 1st Line Helpdesk, 1st Line Technical Support, Technical Analyst, 1st Level, Level 1 Technical Analyst, Helpdesk, Ivanti, Service Now, ITSM tools

At XMA we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.
XMA is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law”

We are registered disability confident committed and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process.

If you have any such requirements, please do not hesitate to contact Lucinda Okunor our Diversity and Inclusion Manager.