At a Glance
- Tasks: Provide top-notch technical support to retailers and resolve customer issues.
- Company: Award-winning tech company passionate about innovation and customer service.
- Benefits: Flexible working hours, supportive team environment, and opportunities for growth.
- Other info: Diverse and inclusive workplace with a commitment to personal development.
- Why this job: Join a dynamic team where your ideas matter and make a real impact.
- Qualifications: Strong customer service skills and a knack for problem-solving.
The predicted salary is between 31500 - 38500 £ per year.
Description
About us…
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 (including the IT Europa Saa S Awards & UK Cloud 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 recognize the power of living and breathing our values by being passionate, agile, supportive and professional at every turn.
Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed.
Get ahead and join a team who have your back and drive you forward, every day.
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 learn new IT and customer service skills/techniques.
- Utilising several in-house and external systems.
- Skill, 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 (we use lots).
- 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 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.
We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience.
Candidates who require alternative accommodation may request it at any stage of the recruitment process.
Fluent Software Group is committed to building diverse, equitable, and inclusive teams.
We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.
- #Cybertill
- #J-18808-Ljbffr
1st Line Service Desk Agent - 6 Months FTC in Liverpool employer: Cybertill
At Cybertill, we pride ourselves on being an excellent employer by fostering a collaborative and customer-focused work culture in Knowsley. Our team enjoys comprehensive training, opportunities for professional growth, and the chance to make a real impact in the retail technology sector, all while benefiting from a supportive environment that values innovation and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Agent - 6 Months FTC in Liverpool
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Cybertill.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Cybertill. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace 1st Line Service Desk Agent - 6 Months FTC in Liverpool
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Cybertill.
How to prepare for a job interview at Cybertill
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Cybertill's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Cybertill offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
