Job Description
Customer Systems Support (Work 4 on 4 of shift pattern)
iFacility is leading technology Company providing security integrated solutions to Companies throughout the UK. Our customers come from a wide range of business sectors, including retail and leisure, with names such as Greggs, Burger King, the gym group, Thatcher’s. As a business we are experiencing a time of growth and this is where you come in!
Your Role
We are seeking your skills and knowledge to help us build our operations team. Working in the role of Customer Systems Support. You will be the first point of contact for supporting our external customer with their IT issues. What will you need to be interested in? IT, customer service, administration and working as part of a team.
Key Responsibilities:
- Handling calls, emails, and support cases for customers and keeping them updated on progress of issues and queries
- Managing and maintaining installations and support for a portfolio of customers. Handling technical issues for CCTV recording and monitoring
- Working with remote engineers to ensure all areas of CCTV, intruder alarm, and access control are configured to high standards
- Provide remote reactive and preventative maintenance of your customers systems
- Resolve issues remotely or set up cases for field engineers to attend
- Support field engineers on site to lead successful resolutions of faults
- Update customer support cases and process through to invoicing
- Attend inhouse or external training activities, which may include certification or Health & Safety training as required
- Contribute to the development of colleagues, systems, processes, procedures
- Good communication skills and ability to collaborate with team members and escalate issues where necessary
- Respond to customers needs via the telephone, emails and other systems, experience of diary management
- Any other tasks required to fulfil the role of an IT Helpdesk Technician
Essential Skills, Knowledge and Abilities:
- IT Literate, use of Microsoft packages
- Experience of responding to technical issues
- Experience of working in a call centre environment or remotely
- Experience with remote support software
- Willingness to learn inhouse and customers IT Systems
- Desktop PC troubleshooting experience
- Proven excellence in customer service
- Ability to build trust with new/existing customers
- Adhere to Company policies and procedures
- Able to follow instructions on Company processes and products
- Willing to learn about IT and security products
- Ability to use your own initiative and problem solve
- Experience of working in a fast-paced environment
Person Specification:
- Be able to think on your feet and respond to customer in a timely and accurate manner
- Demonstrate flexibility and adaptable to meet customer requirements
- Positive, professional and can-do attitude
- Honest, reliable, trustworthy, friendly and approachable
- Have a passion for providing the highest levels of customer service
- Willing to learn and take responsibility for own personal development
- Motivated to learn new skills and knowledge.
If you are interested in this role then please send your CV to [email protected]. I look forward to hearing from you.
Job Type: Full-time
Pay: £25,800.00 per year
Benefits:
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
