Customer Service Representative (Remote friendly)

Imagine Communications; Borough of Spelthorne; Remote; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking a Customer Service Representative (Tier 1) to be the first point of contact for customer inquiries and technical support. This role involves responding to calls, chats, and emails, troubleshooting issues, and processing orders. With a focus on customer engagement, you'll work in a dynamic environment that values flexibility and diversity. Join a company that offers comprehensive benefits, including medical and dental insurance, and supports employee wellbeing through various initiatives. If you're passionate about providing exceptional service and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

HSA Options

401(k) with Company Matching

Travel Insurance

Employee Wellbeing Programs

Community Volunteering Time Off

Qualifications

• At least 1 year of customer service or technical support experience.
• Familiarity with Oracle Business Systems and Salesforce is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Assist with basic technical support when possible.
• Handle order entry, including PO receipt and data entry.

Skills

Customer Service

Technical Support

Communication Skills

Problem Solving

Interpersonal Skills

Microsoft Office

Second Language

Education

College Degree

Tools

Oracle Business Systems

Salesforce

Job description

Overview

Imagine Communications delivers billions of media moments daily worldwide, providing innovative, end-to-end media software and networking solutions to over 3,000 customers across more than 185 countries, including top broadcast facilities and advanced sports and live-event venues.

Why Choose Imagine?

We offer comprehensive benefits including Medical, Dental, Vision, and Life Insurance, along with HSA and 401(k) options with company matching. Travel insurance is provided for employee safety during travel. Our Employee Wellbeing programs include access to EAP and Wellness initiatives like LifeSpeak and Vitality. We also support community volunteering with paid time off.

About the Role

The Customer Service Representative (Tier 1) primarily handles general inquiries from customers and internal teams regarding customer issues. This role is the first point of contact for technical support related to internal products. Responsibilities include answering calls, Omni-Channel chat, troubleshooting, license generation, order processing, inventory monitoring, and administrative tasks. Flexibility to work rotating shifts, including evenings, weekends, and holidays, is required.

1. Ensure continuous coverage of the call center (24/7)
2. Respond to customer inquiries via phone, email, and chat
3. Serve as the primary contact for internal technical support
4. Assist with basic technical support when possible
5. Provide updates on service order statuses
6. Escalate technical issues to appropriate support staff
7. Handle order entry, including PO receipt, data entry, shipping, and invoicing
8. Verify pricing, discounts, and configurations
9. Determine sales tax requirements
10. Collaborate with Finance to resolve credit issues and provide necessary documentation
11. Gather purchase order and shipping details from customers
12. Complete transactions accurately in Metrix and Oracle systems
13. Follow up with customers to ensure issues are resolved
14. Support customer support projects

About You

• College degree preferred
• At least 1 year of customer service or technical support experience
• Familiarity with Oracle Business Systems and Salesforce is a plus
• Proficient in Microsoft Office
• Excellent customer engagement skills
• Ability to work independently
• Comfortable in a fast-paced, entrepreneurial environment
• Strong communication and interpersonal skills
• Second language skills are an asset

Celebrating Differences, Together Stronger

At Imagine Communications, we embrace diversity, support it, and thrive on it to benefit our customers, employees, products, and communities. We are dedicated to fostering a respectful environment.