At a Glance
- Tasks: Provide top-notch technical support to our retailers and resolve customer issues.
- Company: Join Cybertill, a customer-focused tech company in Knowsley.
- Benefits: Flexible working hours, great team culture, and opportunities for skill development.
- Other info: Dynamic work environment with a focus on continuous improvement.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong customer service skills and a passion for problem-solving.
The predicted salary is between 24000 - 28000 € per year.
Cybertill operates a customer‑centric product and services model and needs people to go above and beyond when responding to our customers' needs when using our products. We are looking for an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers and join our team in Knowsley.
Responsibilities
- Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
- Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.
- Always use our knowledge base for a first‑time fix for our customers.
- Ensure tickets being passed to second line have sufficient detail.
- Think and operate pro‑actively and highlight patterns to avoid reoccurring issues.
- Conduct investigative work with customer accounts to find the best solution for all parties.
- Be keen to self‑learn aspects of the company product and hardware.
- Show eagerness to learn new IT and customer service skills/techniques.
- Utilise several in‑house and external systems.
Skills, Knowledge and Abilities
- Excellent customer service skills and customer empathy.
- Strong ability to problem‑solve and fault‑find issues.
- Great interpersonal and relationship‑management skills.
- Outstanding communication skills, with the ability to build instant customer rapport.
- Confidence when being confronted with new systems.
- Work closely with other departments to drive continuous improvements.
- Good general IT software and hardware skills to enable both hardware and software support.
- Flexibility on working hours; the Service Desk covers 7 days a week supporting our customers.
Working Hours
Shift patterns are 5 days out of 7 covering 08:00 to 20:00. Example shift times are 08:00‑16:00, 08:30‑16:30, 09:00‑17:00, 10:00‑18:00, and 12:00‑20:00.
1st Line Service Desk Agent employer: Cybertill
Cybertill is an exceptional employer that prioritises a customer-centric approach, fostering a supportive and dynamic work environment in Knowsley. With a strong emphasis on employee growth, we offer continuous learning opportunities and the chance to develop your IT and customer service skills while working collaboratively with a dedicated team. Our flexible shift patterns and commitment to employee well-being make us an attractive choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Cybertill and their products. This will help you understand their customer-centric approach and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be diagnosing issues for customers, try to think of common tech problems and how you'd resolve them. This will prepare you for those tricky questions during the interview.
✨Tip Number 3
Show off your communication skills! During the interview, focus on how you can build rapport with customers. Share examples of how you've successfully handled customer interactions in the past.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives us a chance to see your enthusiasm for joining our team at Cybertill.
We think you need these skills to ace 1st Line Service Desk Agent
Some tips for your application 🫡
Show Your Customer Service Skills:When writing your application, make sure to highlight your customer service experience. We want to see how you've gone above and beyond for customers in the past, so share specific examples that demonstrate your empathy and problem-solving abilities.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your skills and experiences are easy to understand. This will help us see how you can fit into our team seamlessly.
Tailor Your Application:Make sure to tailor your application to the role of 1st Line Service Desk Agent. Use keywords from the job description, like 'technical support' and 'problem-solving', to show that you’re a perfect match for what we’re looking for.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Cybertill
✨Know the Product Inside Out
Before your interview, make sure you familiarise yourself with Cybertill's products and services. Understanding their customer-centric model will help you demonstrate how you can provide exceptional support and relate to the needs of their retailers.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples where you've successfully diagnosed and resolved technical issues in the past. Highlight your ability to think on your feet and how you approach troubleshooting, as this is crucial for a 1st Line Service Desk Agent.
✨Emphasise Customer Empathy
Cybertill values excellent customer service, so be ready to share experiences that showcase your interpersonal skills and ability to build rapport with customers. Show them that you genuinely care about resolving issues and improving customer satisfaction.
✨Demonstrate Your Eagerness to Learn
Express your enthusiasm for self-learning and adapting to new systems. Mention any relevant IT skills or techniques you've picked up recently, and convey your willingness to continuously improve and grow within the role.
