At a Glance
- Tasks: Provide top-notch technical support to retailers and resolve customer issues.
- Company: Join an award-winning tech company passionate about innovation and customer service.
- Benefits: Flexible working hours, supportive team environment, and opportunities for personal growth.
- Other info: Dynamic role with a focus on continuous improvement and teamwork.
- Why this job: Make a real difference in customer experiences while developing your IT skills.
- Qualifications: Strong customer service skills and a knack for problem-solving.
The predicted salary is between 24000 - 36000 € per year.
We are passionate about delivering the latest software and tech to our growing customer base across the UK, Australia & the US. With our Insight Driven and Frictionless Commerce cloud-based applications serving an incredibly diverse range of Retailers, we have become one of the UK’s best innovators, winning numerous awards along the way. With our 24 years of experience providing a one stop shop including software, hardware, payments, services and telecoms to over 10,000 retail locations, we recognise the power of living and breathing our values by being passionate, agile, supportive and professional at every turn.
The Role
Our customers and their consumers deserve the best experience. Cybertill operates a customer centric product and services model which needs people to go above and beyond when responding to our customer’s needs when using our product. 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.
- Doing investigative work with customer’s accounts to find the best solution for all parties.
- Be keen enough to self-learn aspects of the company product and hardware.
- Have eagerness to learn new IT and customer service skills/techniques.
- Utilising 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.
- Possess outstanding communication skills, with the ability to build instant customer rapport.
- Have 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; our Service Desk covers 7 days a week supporting our customers. Shift patterns are 5 days out of 7 covering hours from 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, 12:00-20:00.
1st Line Service Desk Agent in Liverpool employer: Cybertill
At Cybertill, we pride ourselves on fostering a dynamic and inclusive work environment where innovation thrives. As a 1st Line Service Desk Agent in Knowsley, you'll benefit from our commitment to employee growth through continuous learning opportunities and a supportive team culture that values your contributions. Join us to be part of a forward-thinking company that not only champions cutting-edge technology but also prioritises your career development and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Agent in Liverpool
✨Tip Number 1
Get to know the company inside out! Research Cybertill's products and services, and understand their customer-centric approach. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves diagnosing and resolving issues, try some mock scenarios with friends or family. This will boost your confidence and prepare you for those tricky questions about handling customer support challenges.
✨Tip Number 3
Show off your communication skills! During interviews, focus on how you build rapport with customers. Share examples of how you've successfully resolved issues in the past, highlighting your empathy and ability to connect with people.
✨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 our amazing team at Cybertill. Let’s get you started on this exciting journey!
We think you need these skills to ace 1st Line Service Desk Agent in Liverpool
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for tech and customer service shine through. We love seeing candidates who are genuinely excited about helping others and solving problems!
Tailor Your CV:Make sure to customise your CV to highlight relevant experience and skills that match the job description. We want to see how your background aligns with our values and the role of a 1st Line Service Desk Agent.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your communication is easy to understand and free from jargon. This will show us you have the outstanding communication skills we’re looking for!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Cybertill
✨Know the Company Inside Out
Before your interview, take some time to research Cybertill and its products. Understand their customer-centric approach and how they support retailers. This will not only show your enthusiasm but also help you relate your answers to their values and mission.
✨Show Off Your Problem-Solving Skills
As a 1st Line Service Desk Agent, you'll need to demonstrate your ability to diagnose and resolve issues quickly. Prepare examples from your past experiences where you've successfully solved problems or provided excellent customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Practice Your Communication Skills
Since this role requires outstanding communication skills, practice explaining technical concepts in simple terms. You might be asked to describe how you would assist a customer with a technical issue, so being clear and concise is key. Role-playing with a friend can help you refine your approach.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your ability to handle customer interactions under pressure. Think about how you would manage a situation where a customer is frustrated or when you encounter a problem you can't immediately solve. Highlight your proactive approach and willingness to learn.
