At a Glance
- Tasks: Provide friendly technical support to customers and resolve IT issues.
- Company: Join a dynamic team at Damia Group in Newcastle upon Tyne.
- Benefits: Enjoy a competitive salary, full-time hours, and a supportive work environment.
- Other info: Great opportunity for career growth in a fast-paced tech environment.
- Why this job: Make a real difference by helping people solve their tech problems.
- Qualifications: Strong troubleshooting skills and a passion for customer service.
The predicted salary is between 27000 - 27000 £ per year.
Location: Newcastle upon Tyne - Quorum Business Park
Salary: £27,000
Contract: Permanent, Full Time
Working Hours: Monday-Thursday: 08:30-17:00 or 09:00-17:30, Friday: 08:30-17:00
The Role
We're looking for a Support Agent to join our team and act as the first point of contact for customers experiencing IT-related issues. You'll provide friendly, professional and timely technical support, helping users resolve software issues and service requests as quickly as possible. Where an issue is more complex, you'll make sure it is escalated to the appropriate team while continuing to take ownership of the customer experience. The role would suit someone with good technical troubleshooting skills who enjoys helping people, solving problems and working in a customer-focused environment.
What You'll Be Doing
- Provide first-line technical support to customers by phone and email.
- Log, investigate and resolve IT incidents and service requests.
- Troubleshoot software-related issues and identify the cause of problems.
- Take ownership of support cases from initial contact through to resolution.
- Keep customers updated throughout the support process.
- Escalate more complex issues to the appropriate support team when required.
- Ensure all incidents and requests are accurately documented.
- Identify recurring issues and share recommendations to help prevent them happening again.
- Contribute to the team's knowledge base and documentation.
- Manage and prioritise your workload in a fast-paced support environment.
- Work closely with other members of the support team and assist where required.
- Keep up to date with relevant and emerging IT technologies.
- Look for opportunities to improve support processes and the customer experience.
What We're Looking For
Essential
- Strong troubleshooting and problem-solving skills across software environments.
- Good understanding of current IT technologies.
- Excellent written and verbal communication skills.
- Strong attention to detail and accurate documentation skills.
- Good time-management and organisational skills.
- A customer-focused approach and commitment to providing a high standard of service.
- Ability to work independently as well as part of a team.
- Calm and professional approach when dealing with issues under pressure.
- Proactive attitude with a strong sense of ownership and accountability.
- Willingness to learn new technologies and processes.
Desirable
- Previous software support experience.
- ITIL Foundation certification or awareness of ITIL methodologies.
- Google IT Support Professional Certificate or equivalent.
- Aware of emerging technologies.
Support Agent employer: Damia Group Ltd
As an IT and BID Consultant with our client in Belfast, you will be part of a dynamic team that values innovation and collaboration within the education sector. The company offers flexible hybrid working arrangements, competitive daily rates, and a supportive work culture that fosters professional growth and development. With a focus on meaningful contributions to the Northern Ireland education system, this role provides a unique opportunity to make a significant impact while enjoying a balanced work-life environment.
StudySmarter Expert Advice🤫
We think this is how you could land Support Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Damia Group Ltd. 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 Damia Group Ltd 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 Support Agent
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 Damia Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Damia Group Ltd 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 Damia Group Ltd!
How to prepare for a job interview at Damia Group Ltd
✨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.
