Retail Tech: First-Line Service Desk Agent

Valsoft Corporation; Liverpool City Region; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Cybertill, a leading provider of cloud-based retail software and services, is seeking a motivated 1st Line Service Desk Agent to join our Knowsley team. You will be the first point of contact for retailers, diagnosing and resolving issues while ensuring SLA adherence and a high standard of customer care.

You'll use our knowledge base and multiple in-house and external systems, escalating to second line when needed, and continually learning about our product and hardware.

Qualifications

• Excellent customer service and empathy.
• Strong problem solving and fault finding.
• Great interpersonal and relationship management skills.
• Outstanding communication to build instant customer rapport.
• Able to adapt to new systems and work with multiple systems.
• Willingness to learn new IT and customer service skills.

Responsibilities

• Take ownership of customer support issues logged via email and phone to diagnose and resolve them.
• Strive to meet SLA targets and work under pressure within set timescales.
• Utilise the knowledge base for first-time fixes.
• Provide detailed information when escalating to second line.

Skills

Customer service

Problem solving

Communication

Relationship building

Adaptability

Tools

Knowledge base

Ticketing systems

Job description

Cybertill, a leading provider of cloud-based retail software and services, is seeking a motivated 1st Line Service Desk Agent to join our Knowsley team. You will be the first point of contact for retailers, diagnosing and resolving issues while ensuring SLA adherence and a high standard of customer care.

You'll use our knowledge base and multiple in-house and external systems, escalating to second line when needed, and continually learning about our product and hardware.