Customer Support Associate / 1st Line I.T (Fully Remote - Nights)

Job Description

Customer Support Associate / 1st Line I.T (Fully Remote - Nights)Salary is £28,000 - £33,000 + Fantastic Benefits (see below)This is a unique opportunity to work for a company that is rapidly expanding due to an ever-growing client list. Several FTSE 100 companies, NHS, Royal Mail, National Grid and John Lewis are just some noteworthy clients. You will be supporting their clientsby taking inbound calls from their international market, resolving issues as they arise with the training you will be provided.You will be part of the team which provides 24/7 support to our client’s users, and this role will be for Wednesday-Saturday UK nights, based remotely. On Wednesday nights you will work with our other out of hours Product Specialist, however there may beroom to alter hours into the day for training or interaction with the day shift team. Thursday, Friday, and Saturday nights you’ll be the principal point of contact for the business.The hours for this position will be;Wednesday, Thursday, Friday, Saturday: 23:00-08:00 (UK time)What will you be responsible for

• As first point of contact (phone or email), diagnosing and resolving swiftly any client queries with full understanding on the user’s part
• Asking intelligent questions that allow you to build context around potentially more complex issues, whilst ensuring security procedures are maintained.
• Performing diagnosis by asking intelligent, pertinent questions that allow you to build context around potentially more complex issues.
• Using your judgement to assess whether any issues might be the result of a software-based bug or reveal the need for more advanced training and guidance.
• Where you cannot resolve an issue, escalating it either to our second line support, Engineering or Customer Success team for resolution, explaining the context around the problem, the steps you took to diagnose and any notes relating to the user’s opinionor situation.
• Supporting the Customer Team by delivering the occasional client training
• Performing all levels of client tasks and troubleshooting
• Maintaining accurate records of all client interactions
• Supporting internal teams on user data requests and analysis, and with QA issues
• Providing a feedback loop to the product and customer teams, representing our customers’ voice
• Contributing ideas for the improvement of the team and internal processes

For this position the client is interested in seeing profiles of those with.

• Extensive Customer Service experience (ideally high volume and complex calls)
• Good administrative skill set
• IT knowledge: Someone who has worked with different CRM systems previously.
• Ideally experience working unsociable shift patterns’
• Ideally remote working experience with a strong WIFI connection.

About you:

• Naturally charismatic and genuinely wanting to help.
• Excellent attention to detail.
• A good problem solver.
• Always wanting to push themselves and learn new skills.

BenefitsWe pride ourselves on our great working environment and package. Here’s some of what’s on offer:

• Competitive salary
• Company pension scheme
• Personal performance bonus
• Company performance bonus share
• 26 days holiday each calendar year + Bank Holidays (based on a 5-day working week)
• Bupa health & dental cover
• Group life insurance
• Employee Assistance Programme
• AIG Smart Health App
• Bereavement Counselling & Probate Helpline
• Daily breakfast, drinks, fruit and snacks
• Regular training & development, mini-MBA series, lunch & learns.
• Travel card loan & cycle to work scheme.
• Competitive parental policies
• Gym membership discounts
• Monthly company socials, Friday drinks

Keyskills :
Call CentreCustomer Service1st Line