At a Glance
- Tasks: Support customers with their Apple, Android, and Windows devices through phone and email.
- Company: Join Jigsaw24, a people-first tech company that values inclusivity and sustainability.
- Benefits: Enjoy 26 days holiday, health cover, and discounts on Apple products.
- Other info: Dynamic workplace with opportunities for personal growth and development.
- Why this job: Kickstart your IT career while providing excellent customer service in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 40500 - 49500 £ per year.
Key Purposeof
Role
The Jigsaw24Service Support Agentis the primary point of contact for Jigsaw24’s Starters and Leavers, Hardware Break Fix and Grading Servicescustomers.
Reporting to the Service Support Manager, the Service Support Agent willsupport our customers with support on their Apple, Android and Windows devices.
This willincludeutilisingloan stock, booking courier shipments and ordering new stock from our warehouse.
As a Service Support Agent, you areexpected to providean excellentlevelof customer servicethrough Phoneand E-mail forcontracted Service Level Agreement (SLA)alongside providing support for key B2B customers, both new customers onboarding and existing customers.
The Service Support Agent Roleis an ideal starting point for your career in IT services, enabling you to learn Jigsaw24’s services and the technical skills that are needed to support them.
Key Dutiesand
Responsibilities
- Managing Incidents and Requests (Cases) in line with Jigsaw24’s Case Management Process and ITIL best practices.
- Ensuring Incidents and Requests are responded to within the customers Service Level Agreement (SLA).
- Provide an effective, professional response to Incidentsand Requests in line with Jigsaw24’s Keepingthe Customer Informed Process.
Ensuringa seamless level of customer service and supportisofferedthroughoutthe customerssupported hours.
- Settingand managingexpectationstoendusers ontimescalesfornext stepson incidents and requests to progress them toresolution.
- Be familiar withfollowingprocesses, reviewingknowledgearticlesandonlinesupportmaterial.
- Provide basic troubleshooting to end users to determine the nature ofafaulton an Apple or Windows Device.
- Createand overseeconsignments with our designated couriersthroughour internal systemsand providing support and escalations when needed.
- Collaborate and communicate effectively with internal departments to ensure smooth operations and timely completion of Incidents and Requests.
Skills And
Qualities
- Customer Service
Skills: Empathise with users, display active listening skills, polite telephone manner.
- Goodwritten&verbalcommunicationskills.
- Excellent planning, organisational, and time management skills.
- Competency in Microsoft applications including Word, Excel, and Outlook.
- Minimum 1 year in a customer service role.
- Mandatory Requirementsof
The Job Holder
- Work well under pressure, have excellent time management skills and the ability tomultitask.
- Gooddiagnostic approach, demonstrating attention to detail andeffective fault-finding.
- Maintain professional standards of quality of work, personal presentation, and personal conduct, always projecting a professional image.
- Punctual, tenacious. Demonstrate perseverance and use of initiativewhen either working alone or as part of team.
- Who are Jigsaw24
We put people first in a culture that’s reflected throughout our whole business.
By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path.
All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.
We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success.
To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here
Benefits at Jigsaw24
- You will receive a wide range of benefits working at Jigsaw24 including:
- 26days holiday
- Health cover including access to GP anytime, annual reimbursements for optical and dental to name a few as well as counselling and wellbeing services
- Cycle2work
- Travel to work loan
- Free on-site parking
- Staff purchase scheme on fantastic Apple products and more
- Unlimited bistro coffee and tea facilities
- Enhanced family-friendly policies
- Pension scheme
- Electric Vehicle scheme
- Life cover
We are always on the lookout for hungry people who want to realise their potential.
It’s not just about filling existing vacancies – it’s about what you can achieve.
As a business, we never stand still.
In fact, we encourage our peopleto follow their own path and help us improve how we all work.
To find out more please visit our “about us” section on our website by clicking here
From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome.
And as we continue to grow, we’re determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.
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Service Support Agent employer: Jigsaw24
At Jigsaw24, we pride ourselves on being an exceptional employer that prioritises people and fosters a supportive, family-like culture. Our Technician Support team benefits from a range of perks including 26 days of holiday, health cover, and opportunities for personal growth in a collaborative environment. With a commitment to sustainability and social responsibility, we empower our employees to thrive while making a positive impact on the world around us.
StudySmarter Expert Advice🤫
We think this is how you could land Service Support Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jigsaw24. 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 Jigsaw24 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 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 Jigsaw24:Your cover letter is your chance to shine! Tell us why you want to work at Jigsaw24 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 Jigsaw24!
How to prepare for a job interview at Jigsaw24
✨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.
