Customer Support Advisor - 9 Month Mat contract

With 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations.

Our core values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility - shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships and promoting diversity and inclusion. Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do.

If you become part of our journey, everything is possible, and the opportunities are endless. At Apogee Corporation, we believe that true innovation flourishes when everyone is free to be their authentic selves. As an Equal Opportunity Employer, we are committed to creating an inclusive environment where every unique perspective is valued and celebrated. We draw on the richness of our differences across age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, and beliefs because we know that our collective strength lies in our diversity. Here, your individuality drives our shared success, and we actively encourage you to bring your whole self to Apogee.

Job Summary: Maternity Cover - 9 months

As a Customer Support Advisor, you will act as a first point of contact for our customers within our Customer Support Centre in Maidstone. Utilising our unique Decision Support Tool and Knowledge Base, you will assist our customers in logging support requests, resolving faults as efficiently and effectively as possible and signposting them to other areas of the business.

• Being the first point of contact for incoming contact you will handle customer enquiries via phone, email, portals
• Diagnose and resolve faults on first contact (Full training will be provided)
• Escalate service requests that cannot be resolved to the appropriate teams
• Monitor devices that are installed on Apogee’s Remote Management Application (ARMA). Where necessary, investigate connection issues and concerns, both internally and directly with our clients. (Full training will be provided)
• Escalate calls, where required ensuring that agreed escalation and service processes are adhered to
• Communicate internally with a number of in-house teams to ensure every client receives excellent levels of service and accurate information
• Maintain the highest levels of client satisfaction through various interactions

Experience and Skills Required:

• Experience in a client-focused customer service environment
• Basic IT skills e.g. excel and word packages
• Initiative to read and follow Decision Support Tool & Knowledge Base to troubleshoot Hardware/Printer/PC/Network related faults
• Good time management
• Excellent organisational skills & ability to multi-task
• Ability to work under pressure and to tight deadlines
• Excellent oral and written communication skills
• Excellent telephone manner
• Able to work in a team as well as independently

Benefits:

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

We are a Disability Confident Committed Employer. Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options.