At a Glance
- Tasks: Provide top-notch technical support to retailers and resolve customer issues.
- Company: Award-winning tech company passionate about innovation and customer service.
- Benefits: Flexible working hours, supportive team environment, and opportunities for personal growth.
- Other info: Work in a vibrant atmosphere with a focus on continuous improvement.
- Why this job: Join a dynamic team where your ideas matter and you can make a real impact.
- Qualifications: Strong customer service skills and a knack for problem-solving.
The predicted salary is between 24000 - 36000 € 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, winning numerous awards (including the IT Europa SaaS Awards & UK Cloud Awards) along the way. With our 24 years of experience providing a one stop shop including software, hardware, payments, services and telecoms to over 10,000 retail locations we recognize the power of living and breathing our values by being passionate, agile, supportive and 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 Our customers and their consumers deserve the best experience. 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 pro-actively 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.
1st Line Service Desk Agent in Liverpool employer: Valsoft Corporation
At Cybertill, we pride ourselves on being an innovative leader in the tech industry, providing exceptional support to our diverse retail clients. Our Knowsley location fosters a collaborative and dynamic work culture where your contributions are valued, and opportunities for personal and professional growth abound. Join us to be part of a passionate team that champions your success while delivering top-notch service to our customers.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Agent in Liverpool
✨Tip Number 1
Get to know the company inside out! Research Cybertill's products and services, and understand their customer-centric approach. This will help you tailor your conversations during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with technical issues, try simulating common customer queries or tech problems. This way, you'll feel more confident when tackling real-life scenarios during your interview.
✨Tip Number 3
Show off your communication skills! During interviews, focus on how you build rapport with customers. Share examples of how you've successfully resolved issues in the past, highlighting your empathy and customer service skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team at Cybertill!
We think you need these skills to ace 1st Line Service Desk Agent in Liverpool
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your passion for tech and customer service shine through. We love seeing candidates who are genuinely excited about helping others and solving problems!
Tailor Your CV:Make sure to customise your CV to highlight relevant experience and skills that match the job description. We want to see how your background aligns with our values and the role of a 1st Line Service Desk Agent.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of what you can bring to the team.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Valsoft Corporation
✨Know the Company Inside Out
Before your interview, take some time to research Cybertill and its products. Understand their customer-centric approach and how they support retailers. This will not only show your enthusiasm but also help you relate your answers to their values and mission.
✨Showcase Your Problem-Solving Skills
As a 1st Line Service Desk Agent, you'll need to demonstrate your ability to diagnose and resolve issues quickly. Prepare examples from your past experiences where you've successfully solved problems or provided excellent customer service. Be ready to discuss how you would handle specific scenarios they might present.
✨Emphasise Communication and Empathy
Strong communication skills are key in this role. Practice articulating your thoughts clearly and confidently. Also, think about how you can convey empathy towards customers' frustrations. Share examples of how you've built rapport with customers in previous roles.
✨Be Ready for Technical Questions
Brush up on your IT knowledge, especially regarding software and hardware support. Expect questions that test your understanding of common technical issues. Familiarise yourself with the tools and systems mentioned in the job description, as this will show your eagerness to learn and adapt.
