IT Service & Repair Support Specialist

Jigsaw24; Nottingham; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

26days holiday

Health cover and wellbeing services

Cycle2work

Travel to work loan

Free on-site parking

Staff purchase scheme

Job summary

Jigsaw24 is seeking a Service Support Agent to be the primary contact for Starters and Leavers, hardware break fix, and grading services. The role covers Apple, Android and Windows repairs from initial enquiry to resolution, delivering excellent customer service via phone and email within contracted SLAs.

Reporting to the Service Support Manager, you will assist B2B customers, manage incidents, coordinate courier logistics, and maintain asset and warranty records while supporting

Qualifications

• Strong customer service via phone and email.
• Organised with excellent time management.
• Basic understanding of device warranties and repair processes.
• Experience with CRM systems and Office 365.

Responsibilities

• Handle customer incidents and requests, align with SLAs and ITIL practices.
• Communicate updates on shipments, payments and repairs to customers.
• Perform basic troubleshooting and pre-repair checks when needed.
• Raise RMAs in repair portals per SLAs.
• Manage internal mailboxes and provide customer updates.
• Process orders for advance replacements, loan devices, and packaging.
• Coordinate with warehouse and repair technicians, relay info to teams.
• Support Account Managers and Service Delivery with escalations.
• Update device warranties and asset locations in systems.
• Obtain payment details when required and share turnaround times.

Skills

Customer service

Communication

Time management

Multitasking

Attention to detail

Teamwork

CRM familiarity

Office 365

Warranty knowledge

Customer-facing experience

Tools

CRM system

Office 365

Job description

Jigsaw24 is seeking a Service Support Agent to be the primary contact for Starters and Leavers, hardware break fix, and grading services. The role covers Apple, Android and Windows repairs from initial enquiry to resolution, delivering excellent customer service via phone and email within contracted SLAs.

Reporting to the Service Support Manager, you will assist B2B customers, manage incidents, coordinate courier logistics, and maintain asset and warranty records while supporting