Junior Operations Support Technician

Manchester Digital; Stockport; Hybrid; GBP 25,000; Full time

Job summary

A leading software development company in Stockport is seeking a Junior Operations Support Technician to resolve technical issues and provide excellent customer service. The ideal candidate will have strong problem-solving skills and a background in customer support. The role offers a competitive salary of £24,570 and benefits such as hybrid working, extensive training, and opportunities for career advancement.

Benefits

Hybrid Working

25 days holiday increasing with service

Health and Wellbeing programme

Training and development platform

Community projects and volunteer days

On-site free parking

Annual Hackathon & Deep Racer Events

Qualifications

• Excellent customer service skills, able to empathize with clients.
• Demonstrated problem-solving skills in technical situations.
• Experience in a service desk or helpdesk role is beneficial.

Responsibilities

• Resolve CDL application and product incidents reported by clients.
• Maintain excellent customer relationships.
• Assist with incident and problem escalation.

Skills

Customer service skills

Problem-solving skills

Communication skills

Computer literacy

Team player

Education

GCSE A-C in Maths and English or equivalent

Job description

Are you an Operations Support Technician who enjoys solving problems? Do you have excellent customer service skills and are looking for a move into an IT Support role? We want to hear from you!

As a Junior Operations Support Technician, the key focus to your role will be to resolve CDL application and product incidents, reported by clients. Working to agreed SLA’s you will provide thorough investigation to find the root cause of problems. You will help diagnose 2nd line technical faults with the applications through resolution, within agreed SLA’s. We are looking for an IT Support Technician who has excellent problem-solving skills with the ability to understand client concerns and the impact it has on their activities.

About CDL
CDL is one of the UK’s leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the company’s robust and innovative technologies have enabled its customers to thrive in the highly competitive UK insurance marketplace.

We have built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We pride ourselves on cultivating an inspiring working environment with our employees at the heart of our company.

In a nutshell we are the market leading software house in our industry, creating the software, websites & apps for the Insurance & Finance sector across the UK. If you were to go on a price comparison website, approximately 65% of the companies on there are our clients!

Key Responsibilities

There will be a strong customer service focus to your role and good communication skills are essential, ensuring you are building and maintaining excellent customer relationships. You will be responsible for assisting with incident and problem escalation, analysing information, identifying problems effectively and resolving 2nd line issues. You will keep up to date with technology, be motivated in your own personal development, including setting goals and objectives aligned with the business values.

Skills Knowledge and Expertise

• Computer literate, with some experience of operating systems and/or PCs.
• Excellent customer service skills, being able to empathise with clients is a must!
• Excellent communication skills, both written and verbal. You will be liaising with our external and internal partners and will have a strong customer focus.
• GCSE A-C in Maths and English, or equivalent.
• Be able to demonstrate you are a team player, as well as being able to work on your own initiative.
• Adaptable, flexible and able to work to agreed deadlines (SLA’s)
• Passionate and posses a willingness to learn.
• Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
• An awareness of ITIL is an advantage.

Beneficial

• Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
• An awareness of ITIL is an advantage.

Salary

OurJunior Operations Support Technician role has a competitive salary of£24,570p.a, with the added benefits of annual pay reviews and the opportunity to participate in the STEP program for career advancement.

Your growth and advancement within CDL are only limited by your own ambition and effort.

• Hybrid Working (2 Days a Week in the office - SK4 2HD)
• Truly flexible working.
• 25 days holiday to start, increasing by 1 day per 1 year of service up to 30 days.
• Top employer for 9th year running
• Excellent training and development platform
• Opportunities for career progression
• Health and Wellbeing programme
• Virtual activities, lunch and learns, coffee mornings and meetups.
• Life and health assurance
• Electric Vehicle Scheme
• Diversity and Inclusion network
• Community projects and volunteer days
• Refer a friend bonus
• On-site free parking
• Quiet Spaces are also available
• Shuttle bus to and from the station
• Subsidised restaurant
• Games room and chill out zone
• Annual Hackathon & Deep Racer Events
• Social activities, regular social events through our social group Xtra, including a summer BBQ, competitions, bowling, go-karting, football games, Winter party and much more!
• Car wash, barber, yoga classes, boot camp and massage services all on site
• Cycle to work scheme
• Shower and dry rooms

Diversity and inclusion
We’re on a journey to keep innovating, that means welcoming new ideas and ways of thinking.

CDL recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants.

About CDL Software

The UKs biggest insurance retailers rely on CDLs trend setting solutions to drive success and growth. Our ambition and commitment has produced a track record of delivering exactly that. The result is a client base that includes some of the most profitable insurance operations in the UK.