Information Technology Support Technician

SRM Digital; Fort William; On-site; GBP 18,000 - 24,000; Full time

Job summary

SRM Digital in Fort William, Scotland, is seeking a customer service representative to handle queries via phone, email, and chat. You will provide accurate information, resolve issues, and maintain clear records in our CRM.

The role requires a customer-focused mindset with strong communication and problem-solving skills, plus multitasking ability and collaboration with internal teams to ensure timely resolutions and high satisfaction.

Qualifications

• Excellent verbal and written communication skills.
• Customer-focused with a problem-solving mindset.
• Experience with CRM/helpdesk/ticketing tools preferred.
• Good computer skills and ability to multitask.
• Prior experience in customer support/customer service preferred.

Responsibilities

• Handle customer queries via phone, email, and chat.
• Resolve customer issues and provide accurate information.
• Manage complaints and ensure timely resolution.
• Maintain customer records and update CRM/ticketing systems.
• Coordinate with internal teams for issue resolution.
• Follow up with customers to ensure satisfaction.
• Meet customer service, response time, and quality targets.

Skills

Verbal communication

Written communication

Customer focus

Problem solving

Multitasking

CRM tools

Customer service experience

Tools

CRM/helpdesk tools

Job description

• Handle customer queries via phone, email, and chat.
• Resolve customer issues and provide accurate information.
• Manage complaints and ensure timely resolution.
• Maintain customer records and update CRM/ticketing systems.
• Coordinate with internal teams for issue resolution.
• Follow up with customers to ensure satisfaction.
• Meet customer service, response time, and quality targets.

Requirements:

• Excellent verbal and written communication skills.
• Customer-focused and problem-solving mindset.
• Experience with CRM/helpdesk/ticketing tools is preferred.
• Good computer skills and ability to multitask.
• Prior experience in customer support/customer service preferred.