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- Tasks: Provide remote tech support and manage client tickets in a dynamic SaaS environment.
- Company: Join a passionate SaaS company in Reading, making waves in Healthcare, Retail, and Construction.
- Benefits: Enjoy a competitive salary, potential for remote work, and a vibrant team culture.
- Why this job: Be part of a supportive team that values client experience and personal growth.
- Qualifications: 1-2 years in customer support preferred; strong communication and teamwork skills essential.
- Other info: Opportunity to learn Salesforce and ITIL practices while making a real impact.
The predicted salary is between 24000 - 36000 £ per year.
Reed Technology are delighted to be working with a dynamic and passionate SaaS company based in Reading with their search for a Service Desk Agent to join their fantastic team.
Based in Reading
Salary: circa £30,000
Permanent
Key responsibilities:
- Provide remote technical support to all our clients across the Healthcare, Retail & Construction sectors
- Provide initial response to client tickets
- Update and manage support tickets to completion via our ITSM system
- Update client information on our CRM system (Salesforce - Service Cloud)
- Prepare for and deliver weekly ticket calls and provide updated ticket lists, liaising directly with clients
- Adhere to the internal and external support SLA’s
- Escalate client tickets when required
- Engage with clients to deliver real insight & added value through case and ticket management
- Manage the complete supplier onboarding process, from initial engagement through to full use of the platform.
Key Skills:
- 1-2 years of experience supporting users in a customer-facing role, ideally in a B2B SaaS environment (but not essential)
- Excellent written and verbal communication skills
- Drive to deliver a client centric experience
- A hard-working individual who can work as a team and learn new skills
- Has the ability to continually self-learn and improve
- Healthcare, Retail or Construction experience preferred but not essential
- ITILv3 or above preferred
- Service Cloud experience preferred
- High attention to detail
If you are interested in this fantastic opportunity please apply online or for more information please contact me.
Service Desk Agent employer: Reed
Contact Detail:
Reed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Agent
✨Tip Number 1
Familiarise yourself with the ITSM systems and CRM tools like Salesforce - Service Cloud. Having a solid understanding of these platforms will not only boost your confidence during interviews but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your communication skills, both written and verbal. As a Service Desk Agent, you'll be interacting with clients regularly, so being able to convey information clearly and effectively is crucial.
✨Tip Number 3
Showcase your ability to work in a team and your willingness to learn new skills. Highlight any past experiences where you collaborated with others or adapted to new challenges, as this aligns well with the company’s values.
✨Tip Number 4
If you have any experience in the Healthcare, Retail, or Construction sectors, make sure to mention it. Even if it's not essential, it can give you an edge over other candidates who may not have that background.
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer-facing roles. Emphasise any technical support experience and familiarity with ITSM systems or Salesforce.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing excellent client support. Mention specific examples of how you've successfully managed client tickets or improved processes in previous roles.
Highlight Key Skills: In your application, clearly outline your communication skills and ability to work in a team. If you have experience in the Healthcare, Retail, or Construction sectors, be sure to mention it.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Reed
✨Showcase Your Communication Skills
As a Service Desk Agent, excellent written and verbal communication is key. Prepare to demonstrate your ability to explain technical issues clearly and concisely, as well as how you handle client interactions.
✨Familiarise Yourself with ITSM and CRM Tools
Since the role involves managing support tickets and client information through ITSM systems and Salesforce, it’s beneficial to have a basic understanding of these tools. Research their functionalities and be ready to discuss any relevant experience.
✨Emphasise Your Client-Centric Approach
The company values a client-centric experience, so think of examples where you've gone above and beyond for clients. Be prepared to share specific instances that highlight your dedication to customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about common issues faced in a service desk role and how you would approach resolving them, especially in sectors like Healthcare, Retail, or Construction.
