At a Glance
- Tasks: Provide top-notch IT support to global customers and resolve technical issues efficiently.
- Company: Join a dynamic IT team that values collaboration and customer service.
- Benefits: Competitive salary, bonus potential, and remote work flexibility.
- Other info: Enjoy a supportive environment with opportunities for professional growth.
- Why this job: Make a real difference by helping customers navigate their tech challenges.
- Qualifications: Experience in IT support and strong communication skills are essential.
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, and 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, and 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.
- Any other Microsoft qualification would be desirable.
Skills:
- 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 enhancing 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 through 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.
Night Shift Customer Service Advisor (Remote) in East Kilbride employer: Penguin Solutions
As a Night Shift Customer Service Advisor, you will join a dynamic and supportive team dedicated to delivering exceptional IT support to our global customers. Our company fosters a collaborative work culture that prioritises employee growth through continuous training and development opportunities, ensuring you stay at the forefront of the ever-evolving IT landscape. With competitive compensation and a focus on work-life balance, this remote role offers the unique advantage of contributing to a vital service while enjoying the flexibility of working from home.
StudySmarter Expert Advice🤫
We think this is how you could land Night Shift Customer Service Advisor (Remote) in East Kilbride
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Penguin Solutions. 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 Penguin Solutions 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 Night Shift Customer Service Advisor (Remote) in East Kilbride
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 Penguin Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Penguin Solutions 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 Penguin Solutions!
How to prepare for a job interview at Penguin Solutions
✨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.
