1st Line Retail Tech Support

Cybertill; Liverpool; On-site; GBP 23,000 - 28,000; Full time

Job summary

Cybertill in Knowsley near Liverpool is seeking an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers. You will take ownership of customer issues logged via email and telephone, diagnose and resolve them quickly, and aim to meet all SLA targets in a fast paced environment.

The role requires excellent customer service, strong problem solving and communication skills, plus the willingness to learn new IT skills and hardware.

Qualifications

• Experience in customer service and IT support.
• Ability to diagnose and resolve issues quickly.
• Strong communication and empathy when dealing with customers.
• Willingness to learn new hardware and software.
• Flexibility to cover a 7 days-a-week support rota.

Responsibilities

• Take ownership of customer 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 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.

Skills

Customer service

Problem solving

Excellent communication

Interpersonal skills

IT troubleshooting

Willingness to learn

Tools

CRM software

Helpdesk software

Ticketing systems

In-house systems

Job description

Cybertill in Knowsley near Liverpool is seeking an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers. You will take ownership of customer issues logged via email and telephone, diagnose and resolve them quickly, and aim to meet all SLA targets in a fast paced environment.

The role requires excellent customer service, strong problem solving and communication skills, plus the willingness to learn new IT skills and hardware.