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- Tasks: Join our Technical Response Team to support a major UK supermarket with refrigeration issues.
- Company: Checkit, a forward-thinking tech company focused on innovative solutions.
- Benefits: Generous leave, health plans, birthday off, and access to LinkedIn Learning courses.
- Why this job: Be part of a dynamic team solving real-world problems and delivering exceptional customer service.
- Qualifications: Customer service experience and a knack for problem-solving are key.
- Other info: Enjoy a hybrid work model with flexible shifts and great career growth opportunities.
The predicted salary is between 30000 - 42000 £ per year.
Overview
SHIFT BASED, HYBRID ROLE – WEEKDAY SHIFTS IN OFFICE, NIGHT AND WEEKEND SHIFTS FROM HOME. Checkit’s Technical Response Team support one of our key accounts, a major UK supermarket retailer, with management of their in-store refrigeration plant and refrigerators. Using our various onsite monitoring equipment, we are able to remotely interrogate issues following a critical breakdown on site, the team takes ownership of the problem. We speak to the store, help to diagnose the problem, and provide stock saving guidance if required. We will arrange for a third party engineer to visit and resolve the issue, liaise with that engineer to understand what happened, and report back to the customer with our findings.
We are expanding the team and looking for a new Operator who can support our customer with this process. The role will involve a lot of phone and email work liaising with the different parties involved, helping to diagnose and fix problems, and delivering amazing service throughout. We are looking for an experienced customer service advisor with a technical/engineering background who is great at giving brilliant service, is a natural problem solver, and a great communicator. The role is based out of our office in Fleet, Hampshire and is office based.
This is a shift based role so please ensure you are happy to work the following shift pattern before applying: The shifts work on a rota basis covering customer support 365 days of the year onsite in our Operations Centre in Fleet. Our shift pattern rotates around three shifts: 07:00-17:40, 10:20-21:00 or 20:40-07:20. Youll work four days on one shift, then four days off, then four days of the next shift, then four days off, then four days of the final shift, then four days off, then back to the start. This results in an average of 34 working hours per week. Weekday shifts must be worked in the office, weekend and night shifts can be worked from home.
What you\’ll be doing
- Working on a scheduled 24/7/365 rota system as a member of the Technical Response Team providing technical support for our customer and their contractors.
- Responding to, interrogating, and managing critical alarm calls generated by our internal software, completing all required actions, customer, or engineer contact pertaining to the incident.
- Documenting and recording all actions taken in accordance with company policies and the critical alarm handling procedures.
- Providing daily, weekly, and monthly reporting on customer asset and refrigeration system performance.
- Developing and retaining sufficient knowledge following initial formal product training, on the principles of refrigeration, working & operating principles, HVAC and onsite remote monitoring systems.
- Being escalation point to the 1st Line Customer Support team as well as our customers on technical queries.
- Carrying out controlled software configuration updates, system downloads, system information retrieval and in- house configuration testing.
What we\’re looking for
- A qualification in any technical or engineering subject would be useful, but is not essential.
- A background in customer service roles is preferred, with experience in talking to customers on the phone, answering questions, dealing with technical queries, providing support, giving step by step guidance, and solving problems.
- Able to demonstrate some level of technical understanding in any relevant field, either via work or academic experience.
- A great phone manner, and good written and spoken English.
- Well organised with good problem-solving skills and the ability to troubleshoot issues.
- Accurate with strong attention to detail, IT literate and able to pick up new systems quickly.
- Quick learner with an enthusiastic attitude to learning.
- A positive, can-do mentality, motivated, energetic, willing to work hard and get involved.
- Good listener with strong communication skills.
- Team player, adaptability, patience, empathy and resilience.
- Genuinely excited to help customers and deliver brilliant service.
What’s in it for you
- Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:
- Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge
- Your birthday off in addition to your annual leave allowance
- 2 mental wellbeing days off per year, to take the time to reset and look after yourself
- Up to 20 paid sick days in any rolling 12 month period
- Health cash plan & BUPA dental to help with the costs of optical, dental and support for your mental wellbeing
- Access to Help@Hand health & wellbeing app
- Contributory pension scheme
- Share award scheme, allowing you to be rewarded for our future success
- Enhanced maternity and paternity pay, and paid loss of pregnancy leave
- Unlimited access to thousands of courses on LinkedIn Learning
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Management and Manufacturing
- Industries
- Software Development
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Technical Response Operator employer: Checkit
Contact Detail:
Checkit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Response Operator
✨Tip Number 1
Get to know the company inside out! Research Checkit and their values, especially how they handle customer service and technical support. This will help you tailor your conversations during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your phone skills! Since this role involves a lot of phone work, try role-playing with a friend or family member. Focus on being clear, concise, and friendly – it’ll make a huge difference when you’re on the call with customers.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues. Be ready to share these stories in your interview to demonstrate your ability to think on your feet.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at Checkit.
We think you need these skills to ace Technical Response Operator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Technical Response Operator role. Highlight any customer service experience and technical knowledge you have, as this will show us you're a great fit for the team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're excited about the role and how your background makes you the perfect candidate. Don’t forget to mention your problem-solving skills and enthusiasm for helping customers!
Show Off Your Communication Skills: Since this role involves a lot of phone and email work, make sure your written application showcases your communication skills. Keep it clear, concise, and professional, but let your personality shine through too!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the hiring process!
How to prepare for a job interview at Checkit
✨Know Your Technical Stuff
Brush up on your knowledge of refrigeration systems and HVAC principles. Being able to discuss these topics confidently will show that you have the technical understanding needed for the role.
✨Practice Your Communication Skills
Since this role involves a lot of phone and email communication, practice explaining technical issues in simple terms. Role-play with a friend or family member to get comfortable with potential customer queries.
✨Familiarise Yourself with the Shift Pattern
Understand the shift pattern and be prepared to discuss your availability. Showing that you’re flexible and willing to adapt to the rota will demonstrate your commitment to the role.
✨Show Your Problem-Solving Skills
Think of examples from your past experiences where you successfully solved a problem, especially in a customer service context. Be ready to share these stories during the interview to highlight your skills.
