At a Glance
- Tasks: Provide top-notch IT support and resolve customer issues efficiently.
- Company: Join a dynamic IT Customer Service Centre with a global reach.
- Benefits: Competitive salary, bonus, and no travel required.
- Other info: Night shifts included; great for those seeking flexible work hours.
- Why this job: Be the hero of customer service in a fast-paced tech environment.
- Qualifications: Experience in IT support and strong communication skills needed.
The predicted salary is between 26500 - 32000 € per year.
The IT Customer Service Centre Team Agent provides technical support and forms part of a shift providing IT support to our global customers on a 24/5 rota. The role ensures that incidents and service requests are resolved efficiently within agreed SLA’s, maintains documentation, supports the overall stability and improvement of IT services.
As we operate a 24/5 service, team members are required to participate in the shift rota, including night shifts. The role is office-based to enable close collaboration and ongoing team development in our fast-moving IT environment.
Key Responsibilities:
- Act as the ambassador for IT, championing the need for customer service and putting our customers first.
- Provide excellent customer support through clear communication, empathy, professionalism, ensuring a positive experience for all customers.
- Provide support with request fulfilment including but not limited to account creations, password resets, software installation and modifying access permissions.
- Support customer onboarding/offboarding, including account management and hardware/software provisioning.
- Assist with customer issues involving Android and Apple phones especially around MFA.
- Assist with project work, system upgrades, and scheduled maintenance tasks as required.
- Ensure all work is performed in line with IT security standards, data protection requirements and change management processes.
Qualifications:
- Qualification or experience in ServiceNow.
- CompTIA A+ (fundamentals of IT support) or working towards this qualification.
- Microsoft Certified: Any qualification in Microsoft applications, SharePoint or OneDrive would be desirable.
- ITIL Foundation v4 is desirable.
- Strong communication skills, able to explain technical concepts in plain language.
- Patience and professionalism when dealing with users who are experiencing IT disruption.
- Having a continuous improvement mindset and proactively being able to enhance the user experience.
- Strong troubleshooting and problem-solving skills on hardware and software.
- Good working knowledge of Windows 10/11/Mac, Microsoft 365 and AD though RDirectory.
- Basic networking knowledge including an understanding of DNS, DHCP, VPN and Wi-Fi.
- Familiarity with ServiceNow and ITIL processes (Incident, Request, Change).
- Familiarity with IT cloud platforms (Azure AD, Intune, Endpoint Manager, SCCM, Company portal, Jamf).
- A good understanding of backups and patching monitoring practices.
- Ability to use remote support tools to troubleshoot and resolve issues for off-site customers.
- Cybersecurity awareness (understanding of MFA, phishing prevention, and basic security hygiene).
Compensation: ~£26,500-£32,000 + Bonus. No travel expectations for this role.
Customer Service Advisor - Night Shift - Work From in East Kilbride employer: Penguin Solutions
Join a dynamic team as a Customer Service Advisor in our IT Customer Service Centre, where you will play a crucial role in delivering exceptional technical support to our global customers. Our office-based environment fosters collaboration and continuous development, ensuring that you have ample opportunities for personal and professional growth. With competitive compensation and a commitment to employee well-being, we prioritise a positive work culture that values your contributions and encourages innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Night Shift - Work From in East Kilbride
✨Tip Number 1
Network like a pro! Reach out to folks in the IT industry, join relevant groups on LinkedIn, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common customer service scenarios. Think about how you’d handle tricky situations or tech issues, and be ready to showcase your problem-solving skills. We want to see that you can keep your cool under pressure!
✨Tip Number 3
Show off your tech skills! If you’ve got experience with ServiceNow, Microsoft applications, or any of the other tools mentioned in the job description, make sure to highlight that during your conversations. We love seeing candidates who are already familiar with our tech stack!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining our team. Let’s get you on board!
We think you need these skills to ace Customer Service Advisor - Night Shift - Work From in East Kilbride
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your customer service experience, especially in IT support, and any relevant qualifications like CompTIA A+ or Microsoft certifications.
Craft a Compelling Cover Letter:Use your cover letter to showcase your passion for customer service and IT. Share specific examples of how you've resolved technical issues or improved user experiences, and don’t forget to mention your ability to communicate complex concepts clearly.
Showcase Your Technical Skills:In your application, emphasise your familiarity with tools and platforms mentioned in the job description, like ServiceNow, Microsoft 365, and basic networking knowledge. This will show us you’re ready to hit the ground running!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the role!
How to prepare for a job interview at Penguin Solutions
✨Know Your Tech Stuff
Brush up on your technical knowledge, especially around Windows 10/11, Microsoft 365, and basic networking concepts like DNS and DHCP. Be ready to explain these in simple terms, as you'll need to communicate effectively with customers who might not be tech-savvy.
✨Show Off Your Customer Service Skills
Prepare examples of how you've provided excellent customer support in the past. Highlight your patience and professionalism, especially when dealing with frustrated users. Remember, you're the ambassador for IT, so showcasing your empathy is key!
✨Familiarise Yourself with Tools
Get to know ServiceNow and any other relevant tools mentioned in the job description. If you have experience with remote support tools, be sure to mention it. This shows that you're proactive and ready to hit the ground running.
✨Demonstrate a Continuous Improvement Mindset
Think about ways you've improved processes or user experiences in previous roles. Be prepared to discuss how you can bring this mindset to the team, especially in a fast-moving IT environment where adaptability is crucial.
