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- Tasks: Provide second level support to customers, resolving issues and documenting solutions.
- Company: Join a dynamic team in Southampton with a global reach and a focus on customer satisfaction.
- Benefits: Enjoy a hybrid work model with flexible shifts and the chance to work from home.
- Why this job: Be part of a supportive culture that values continuous improvement and teamwork.
- Qualifications: 2+ years in helpdesk support, SQL skills preferred, and exceptional customer service abilities.
- Other info: Work in a shift pattern of 4 days on, 4 days off, covering 6am to 11pm.
I am looking for a helpdesk / customer support analyst for my client in Southampton. Work is hybrid model (3 days onsite – 2 days home working) and in a shift patter. 4 days on, 4 days off covering 6am till 11pm. Key Responsibilities Provide second Level support to external customers and partners. Answer incoming calls from customers and respond to inbound communication on cases Monitor group email queue to respond to customer issues logged through our web portal. Identify, analyse and resolve customer issues, documenting work in case notes and knowledge base articles as well as escalating issues as appropriate. Participate in knowledge transfer activities including passing on information to our 1st level teams and partner support teams. Address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated. Ensure customers are kept up to date on the status of their case. Coordination and direct involvement in operational problem resolution for customers across the globe. Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures. Support and lead certain elements of transition activities for new customers into Support. Participate in monthly customer meetings, including support performance review’s Continuous improvement – work with other team members across our global support team to develop, propose and implement improvements in working practices. Communicate with other members of the support team both in the EMEA region and global support teams. Qualifications 2 years + experience in technical helpdesk support role. Technical skills in SQL and database management. (preferred) Working knowledge of Windows operating systems from Windows 7 onwards Basic networking knowledge Exceptional customer services skills. Ability to independently work as a contributing member in a high-paced and focused team. Excellent Team Working skills, with a healthy understanding of the importance of attendance and timekeeping. Excellent written and verbal communication skills. High level of self-organization and attention to detail. Strong problem-solving and analytical skills with the ability to work under pressure. Highly motivated self-starter with a desire to help others and take action
Helpdesk Support employer: WHD
Contact Detail:
WHD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Support
✨Tip Number 1
Familiarize yourself with the specific tools and technologies mentioned in the job description, especially SQL and database management. Having hands-on experience or relevant projects to discuss can set you apart during the interview.
✨Tip Number 2
Since this role involves a hybrid work model, be prepared to discuss your experience with remote collaboration tools. Highlight any previous roles where you successfully worked in a similar setup to demonstrate your adaptability.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've effectively resolved customer issues in the past. Be ready to explain your approach to problem-solving and how you ensure customer satisfaction.
✨Tip Number 4
Research the company and its products thoroughly. Understanding their services will help you tailor your responses and show that you're genuinely interested in contributing to their support team.
We think you need these skills to ace Helpdesk Support
Some tips for your application 🫡
Tailor Your CV: Make sure to customize your CV to highlight your experience in technical helpdesk support. Emphasize your skills in SQL, database management, and customer service, as these are key qualifications for the role.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer support and your ability to resolve issues effectively. Mention specific examples from your past experience that demonstrate your problem-solving skills and attention to detail.
Highlight Relevant Experience: In your application, clearly outline your previous roles in helpdesk support, focusing on your responsibilities and achievements. Include any experience with Windows operating systems and networking knowledge, as these are important for the position.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure that your application is well-written and free of errors. You might also want to mention any experience you have in communicating with customers or team members in a professional setting.
How to prepare for a job interview at WHD
✨Showcase Your Technical Skills
Make sure to highlight your experience with SQL and database management during the interview. Be prepared to discuss specific examples of how you've used these skills in previous roles, as this will demonstrate your technical proficiency.
✨Demonstrate Customer Service Excellence
Since exceptional customer service skills are crucial for this role, share stories that illustrate your ability to resolve customer issues effectively. Focus on your communication style and how you keep customers informed about their case status.
✨Emphasize Team Collaboration
Discuss your experience working in a team environment, especially in high-paced settings. Highlight instances where you contributed to team success or participated in knowledge transfer activities, as this aligns with the job's responsibilities.
✨Prepare for Problem-Solving Scenarios
Be ready to tackle hypothetical problem-solving scenarios during the interview. Practice articulating your thought process and approach to resolving customer issues, as strong analytical skills are essential for this position.
