At a Glance
- Tasks: Handle calls and emails, ensuring top-notch customer service while resolving incidents.
- Company: Join a dynamic and rapidly expanding team at a leading tech company.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Flexible shift patterns and opportunities for personal growth in a fast-paced setting.
- Why this job: Be part of a global team making a real difference in customer support.
- Qualifications: Minimum of 4 GCSEs including Maths & English; passion for customer service required.
The predicted salary is between 28000 - 42000 £ per year.
Business Unit:
Cubic Transportation Systems
Company Details:
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details:
As part of the One Support team, reporting to a Service Desk Team Leader you will be working as part of a dynamic, fast paced and rapidly expanding team based in our Stockton On Tees office, you will be responsible for handling calls, emails and monitoring alerts from all over the world to ensure continual, excellent customer service is on-going whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific.
Job Duties and Responsibilities:
- Cover a rotating shift pattern.
- Handle incoming telephone calls and emails with a high degree of customer satisfaction.
- Respond to monitoring alerts from around the world in a timely manner using companies ticketing system.
- Work diligently as part of a multi skilled team.
- Attend training sessions as and when scheduled.
- Organise communications and conference calls in the event of Major Incidents.
- Actively contribute to your own development as part of a structured career development programe.
- Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
- In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.
Skills knowledge and experience:
Essential
- Familiarity with operating systems, languages and a service centre environment. -essential
- Passionate about customer services, understanding the importance of maintaining good customer relations.
- Able to communicate effectively over the telephone and using electronic mediums.
- Broad experience of communicating with customers in varying support situations.
- Able to make a significant contribution in a team environment.
- Able to adapt rapidly to a changing environment.
- Experienced in working to targets around response and timeliness.
Desirable
- An appreciation of the development of the Transport Industry.
- Familiarity with operating systems, languages and service Centre environment.
- Experience of working in an environment of dispatching resources to the field.
Education and qualifications:
Essential
- Minimum of 4 GCSEs including Maths & English (grade A-C) or equivalent.
Desirable
- ITIL (v3) Foundation.
Basic Security checks are required for this role
Worker Type:
Employee
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.
Service Desk Technician employer: cubic
Cubic Transportation Systems is an exceptional employer that prioritises the growth and development of its apprentices. With a strong commitment to hands-on learning, you will benefit from a supportive work culture that encourages skill enhancement while working on real-world projects. Located in a dynamic environment, this role offers unique opportunities for career advancement and the chance to make a meaningful impact in the field of transportation technology.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at cubic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like cubic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to cubic:Your cover letter is your chance to shine! Tell us why you want to work at cubic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at cubic!
How to prepare for a job interview at cubic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
