At a Glance
- Tasks: Resolve technical issues and support customers with a focus on satisfaction and efficiency.
- Company: Join Trainline, Europe's leading rail app, committed to sustainable travel.
- Benefits: Enjoy private healthcare, flexible work options, and career growth opportunities.
- Other info: Diverse and inclusive workplace with a commitment to personal development.
- Why this job: Be part of a team shaping the future of travel while enhancing customer experiences.
- Qualifications: Strong communication skills and experience with ITSM or CRM tools preferred.
The predicted salary is between 30000 - 40000 £ per year.
About us
We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. Great journeys start with Trainline. Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be. Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.
Introducing the Trainline Partner Solutions Support Team.
Our TPS Support team is the first point of contact for anyone experiencing an issue with Trainline systems, whether that's an internal colleague or an external customer. We provide a comprehensive enquiry and information service, working through a broad range of technical issues while keeping our Service Level Agreements and customer satisfaction front of mind. This role exists to make sure every query, incident and request gets resolved quickly, clearly and with a genuinely customer-first attitude.
In this role as the Service Desk Engineer, you will...
- Own the resolution of operational support incidents and requests from start to finish, keeping to SLAs and delivering a high standard of customer satisfaction.
- Coordinate ticket resolution with other teams across Trainline, communicating clearly throughout.
- Build deep product knowledge so you can answer customer questions confidently and support onboarding and training.
- Produce bespoke reports for customers, such as invoices and receipts.
- Take on project work, including ad hoc reporting and coordinating communications with clients and internal teams, for example when system issues need temporary workarounds.
- Look for ways to improve the customer experience and go beyond the basics of the role.
- Suggest and help implement new ideas for improving systems and processes.
- Work with your manager to help define, document and improve the technical support process.
We'd love to hear from you if you have...
- Strong time and resolution management skills across a broad range of tasks.
- The ability to coordinate interdepartmental work through to completion.
- Confidence leading conversations with a diverse range of clients across different channels of communication.
- Great interpersonal skills and the ability to build relationships with clients of all seniority levels, whether virtually or in person.
- A proactive approach to managing your own workload, escalating where needed.
- Composure and professionalism, even when things get busy.
- Experience with an ITSM or CRM toolset, and confidence using Microsoft Office.
It would also be helpful if you have experience in:
- A service environment, within the UK or EU rail industry, drafting client facing documentation.
- Any exposure to SQL, APIs, Kibana, New Relic, Postman, ITIL4 AGILE processes is a bonus too.
More information:
Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits. We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one! We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.
Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: Think Big - We're building the future of rail, Own It - We focus on every customer, partner and journey, Travel Together - We're one team, Do Good - We make a positive impact.
We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.
Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!
Service Desk Engineer in Edinburgh employer: Trainline
At Trainline, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and continuous improvement. Our commitment to employee growth is evident through clear career paths, personal learning budgets, and generous benefits like private healthcare and a flexible work-from-abroad policy. Join us in Edinburgh, where you can make a meaningful impact on customer experiences while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trainline. 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 Trainline 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 Desk Engineer in Edinburgh
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 Trainline:Your cover letter is your chance to shine! Tell us why you want to work at Trainline 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 Trainline!
How to prepare for a job interview at Trainline
✨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.
