Overview

Salary:£19,000 
Hours:37.5 
Worktime:Standard hours, to be confirmed 
Closing date:05/11/2021 

Job Duties:

This is an opportunity to become part of our busy and dynamic Service Desk.
As the team are the central and single point of contact for our customers, partners and internal support teams, we only recruit individuals of the highest calibre.

Providing 1st line support for all customer and partners incoming queries in a prompt and professional manner via telephone and email.
Acting as liaison between customers/partners and advanced support teams (2nd and 3rd line support).
Escalating problems where necessary to management or third party suppliers.
Retaining ownership of incidents and monitoring until satisfactory resolution is achieved.
Following established procedure for each service request, utilising a ticketing system to handle and manage all issues and queries.
Working within strict SLA¿s to provide our customers with a timely resolution.
Ensuring that the customer is kept informed of the progress of the fault and the system is kept updated regularly.

Qualifications / Experience:

Experience of working in a technical customer service role and/or helpdesk environment, desirable but not essential.
Excellent communication skills both written and verbal.
Proactive nature and good initiative with the ability to solve problems.
Empathetic attitude with the ability to build excellent rapport with customers.
Calmness under pressure.
Good working knowledge of Microsoft Office, Excel and Word.
Proactive nature and good initiative with the ability to solve problems.
The desire to progress and develop professionally.

Application Method:

Please go to: https://internal-hexagon.icims.com/jobs/7275/customer-support-engineer/job