Junior IT Support

TN United Kingdom; Stoke-on-Trent; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

An innovative company is seeking a Junior IT Support professional to join their Customer Support team. This role is crucial in providing first-class service to customers, ensuring their requests are handled efficiently and professionally. You'll be the first point of contact, managing incidents, and developing strong customer relationships. With a focus on personal growth and career development, this position offers a hybrid work environment and a supportive culture. If you're passionate about making a positive impact and enjoy problem-solving, this opportunity is perfect for you.

Benefits

Private Healthcare

Health Insurance

Discounts

Flexible Schedules

Qualifications

• Strong desire to resolve customer issues with empathy.
• Ability to communicate effectively both orally and in writing.

Responsibilities

• Provide the initial point of contact for customers and manage requests.
• Log and manage incidents, ensuring accuracy and timely updates.

Skills

Customer Support

Communication

Problem Solving

Teamwork

Planning and Organising

Tools

Service Management Tool

Job description

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Why we need you?

The Junior IT Support (or Associate Support Consultant, as we call it internally) is part of the Customer Support team. The role involves ensuring the right processes, people, and technology are in place to provide a 'first class’ service seamlessly integrated with the wider business.

Customer Support is the first point of contact for our customers, playing a vital role in handling requests efficiently and professionally, and escalating issues to the appropriate resolver group.

Day-to-Day challenges:

1. Provide the initial point of contact for our customers.
2. Answer incoming calls from customers.
3. Manage requests from the Customer Portal.
4. Log and manage incidents via the Service Management Tool, ensuring accuracy and detailed reproduction steps.
5. Escalate incidents to the appropriate resolver group.
6. Provide timely updates to customers in line with Service Level Agreements.
7. Develop strong customer relationships through direct communication to achieve high satisfaction.
8. Proactively review customer accounts and manage case queues as per procedures.
9. Escalate high priority issues to Line Management.
10. Update and contribute to knowledgebase articles.
11. Complete routine tasks following procedures.
12. Prioritize daily tasks to ensure results are achieved.
13. Collaborate across departments to maximize customer satisfaction.
14. Promote new developments and applications to customers, highlighting functionalities and products.
15. Monitor customer site integrity/status, ensuring business requirements are maintained at a high level.

We’d love to meet someone with the following qualities:

• Customer Support: Able to provide outstanding support with empathy and a strong desire to resolve issues.
• Communication: Effective in both oral and written communication, able to develop relationships and provide clear updates and reports.
• Team Player: Enjoys working collaboratively to solve customer issues.
• Problem Solving and Decision Making: Assesses information accurately and makes timely, justifiable decisions.
• Planning and Organising: Capable of breaking down tasks and planning effectively, considering potential problems.
• Building Relationships: Develops effective relationships with colleagues and customers, responds well to feedback.
• Innovation, Flexibility, and Adaptability: Positive attitude towards tasks, responds well to change, and meets business goals.

Why you'll love working here

• Join a friendly, collaborative, and autonomous culture.
• Experience personal growth and career development.
• Benefits include private healthcare, health insurance, discounts, and more.
• Enjoy hybrid work and flexible schedules for work-life balance.

Is this you?

Starting salary of £20, plus benefits. The role is hybrid, with opportunities to work in our Stoke-on-Trent office and from home.

Our Story

Every day, thousands of patients are harmed from preventable care errors. We aim to change that. RLDatix is on a mission to improve healthcare with a connected platform that provides real-time data insights across risk, safety, compliance, and workforce management. With over 2,000 employees globally, we leverage the latest technology, including AI, to deliver leading solutions. We seek passionate individuals committed to making a positive impact in healthcare. Join us in our vision for safer, better healthcare for all.