At a Glance
- Tasks: Provide top-notch technical support to retailers and resolve customer issues swiftly.
- Company: Join an award-winning tech company passionate about innovation and customer service.
- Benefits: Flexible working hours, supportive team environment, and opportunities for personal growth.
- Other info: Diverse and inclusive workplace with a commitment to employee development.
- Why this job: Make a real difference in customer experiences while developing your IT skills.
- Qualifications: Strong customer service skills and a knack for problem-solving required.
The predicted salary is between 24000 - 30000 £ per year.
About us…
We are passionate about delivering the latest software and tech to our growing customer base across the UK, Australia & the US.
With our Insight Driven and Frictionless Commerce cloud-based applications serving an incredibly diverse range of Retailers, we have become one of the UK’s best innovators, winningnumerousawards (including the IT Europa Saa S Awards & UK Cloud Awards) along the way.
With our 24 years of experienceprovidinga one stop shop including software, hardware, payments, servicesand telecoms to over 10,000 retail locations we recognize the power of living and breathing our values by being passionate, agile, supportiveand professional at every turn.
Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed.
Get ahead and join a team who have your back and drive you forward, every day.
The Role
Cybertill operates a customer centric product and services model which needs people to go above and beyond when responding to our customer’s needs when using our product.
We are looking for an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers and join our team in Knowsley.
Responsibilities
- Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
- Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.
- Always use our knowledge base for a first‑time fix for our customers.
- Ensure tickets being passed to second line have sufficient detail.
- Think and operate proactively and highlight patterns to avoid reoccurring issues.
- Doing investigative work with customer’s accounts to find the best solution for all parties.
- Be keen enough to self‑learn aspects of the company product and hardware.
- Have eagerness learn new IT and customer service skills/techniques.
- Utilising several in‑house and external systems.
- Skill, Knowledge and Abilities
- Excellent customer service skills and customer empathy.
- Strong ability to problem solve and fault find issues.
- Great interpersonal and relationship management skills.
- Possess outstanding communication skills, with the ability to build instant customer rapport.
- Have confidence when being confronted with new systems (we use lots).
- Work closely with other departments to drive continuous improvements.
- Good general IT software and hardware skills to enable both hardware and software support.
Flexibility on working hours our Service Desk covers 7 days a week supporting our customers.
Shift patterns are 5 days out 7 covering hours from 08:00 to 20:00.
Example shift times are 08:00-16:00, 08:30-16:30, 09:00-17:00, 10:00-18:00, 12:00-20:00.
We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience.
Candidates who require alternative accommodation may request it at any stage of the recruitment process.
Fluent Software Group is committed to building diverse, equitable, and inclusive teams.
We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.
- #Cybertill
- #J-18808-Ljbffr
1st Line Service Desk Agent in Knowsley employer: Valsoft Corporation
Fluent Software Group is an exceptional employer that fosters a collaborative and innovative work culture, allowing you to take ownership of your projects while working closely with stakeholders in a supportive environment. With a focus on employee growth and development, you'll have the opportunity to enhance your skills in cutting-edge voice AI technology, all while enjoying the flexibility of remote work from Canada. Join us to be part of a dynamic team that values your contributions and encourages continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Agent in Knowsley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Valsoft Corporation. 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 Valsoft Corporation 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 1st Line Service Desk Agent in Knowsley
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 Valsoft Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Valsoft Corporation 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 Valsoft Corporation!
How to prepare for a job interview at Valsoft Corporation
✨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.
