Address
Form of work
SalaryOverview:
You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis. Shifts Available are: Monday-Friday 12pm-9pm or 5pm-2am. 6 month FTC with view to extend based on performance. This is a fully remote role.
Responsibilities: - Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
- Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
- Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
- Understand and respond to feedback from ticket quality reviews
- Monitor announcements to ensure you have the latest information regarding outages and procedure updates
- Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
- Complete mandatory training as required
- Simultaneously switch between functions according to call/chat volume at the time
- Demonstrate a commitment to continuous service improvement by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time
- Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
- Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
- Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
- Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
- Willingness to learn quickly and adaptable as the situation requires
- Strong attention to detail and accuracy
- Have the ability to work under pressure in fast-paced environment and ensure agreed targets are met
- Strong emphasis on delivering an excellent customer experience
- Ability to learn new skills while following agreed operating procedures
- Have a logical approach to problem solving
Experience:
- Previous experience working in a 1st Line IT support environment
- Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
- Experience working in a Contact Centre
- Customer service and administration
- Experience adhering and working towards agreed SLAs and KPIs
- Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills
Knowledge:
- Good knowledge and understanding of Microsoft Excel
- Knowledge of Contact Centre operations
- General understanding of IT Infrastructure, Data O365 Voice (Teams), Security and Systems
