Service Desk Technician

Cubic; Stockton-on-Tees; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading company in transportation technology is seeking a dedicated customer service support member for their Stockton-on-Tees office. You will be responsible for managing customer inquiries and ensuring excellent service while working in a dynamic team environment. This role offers opportunities for personal development and career progression within a supportive structure.

Qualifications

• Minimum of 4 GCSEs including Maths & English.
• Experience in customer service and supporting customers.
• Adaptability to changing environments.

Responsibilities

• Handle incoming calls and emails, ensuring high customer satisfaction.
• Respond to monitoring alerts globally using the company's ticketing system.
• Organize communications during Major Incidents.

Skills

Customer Service

Effective Communication

Team Contribution

Adaptability

Education

Minimum of 4 GCSEs including Maths & English (grades A-C) or equivalent

ITIL (v3) Foundation certification

Job description

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

As part of the One Support team, reporting to a Service Desk Team Leader, you will work as part of a dynamic, fast-paced, and rapidly expanding team based in our Stockton On Tees office. Your responsibilities include handling calls, emails, and monitoring alerts from all over the world to ensure ongoing, excellent customer service while resolving incidents or dispatching engineers across Europe, North America, and Asia Pacific.

Job Duties and Responsibilities:

1. Cover a rotating shift pattern.
2. Handle incoming calls and emails, ensuring high customer satisfaction.
3. Respond to monitoring alerts globally in a timely manner using the company's ticketing system.
4. Work diligently as part of a multi-skilled team.
5. Attend scheduled training sessions.
6. Organize communications and conference calls during Major Incidents.
7. Contribute to your own development through structured career development programs.
8. Adhere to Cubic’s values and all company policies, including the code of conduct, quality, security, and health, safety, and environmental policies.
9. Perform additional duties as reasonably assigned by your manager.

Skills, Knowledge, and Experience:

Essential

• Familiarity with operating systems, languages, and a service centre environment.
• Passionate about customer service and maintaining good customer relations.
• Effective communication over the telephone and electronic mediums.
• Experience in supporting customers in various situations.
• Ability to contribute effectively in a team environment.
• Adaptability to changing environments.
• Experience working towards response and timeliness targets.

Desirable

• Understanding of the development of the Transport Industry.
• Familiarity with operating systems, languages, and service centre environments.
• Experience dispatching resources to the field.

Education and Qualifications:

Essential

• Minimum of 4 GCSEs including Maths & English (grades A-C) or equivalent.

Desirable

• ITIL (v3) Foundation certification.

Worker Type: Employee