The opportunity
The role involves working with both direct customers and resellers and covers a broad spectrum of complexity, ranging from simple user administration to complex troubleshooting of integrating applications and telecommunications infrastructure. The role would suit someone with an existing technical skillset and a keen interest in developing knowledge across a wide range of technologies.
Job requirements
- You have a background in customer service or first line technical support.
- Have a passion for delivering outstanding customer service.
- Have excellent organisation skills and are able to prioritise work based on severity, urgency and impact.
- Are a strong communicator, able to engage our partners, customers and users to explain problems, gather information and build a rapport that ensures a positive interaction.
- Have a meticulous approach to troubleshooting and are able to gather information effectively to ensure second and third line teams are able to get to work resolving complex faults.
To understand the full requirements for this opportunity, please read the full job spec.
Primary responsibilities
- Providing first line support to PCI Pal’s staff, partners and customers.
- Ensuring Support Tickets received are quickly and efficiently triaged and prioritised in line with our Service Level Agreements.
- Performing tier 1 investigations, this includes gathering examples and guiding the customer through basic troubleshooting and resolution steps (have you turned it off and on again?).
- Helping customers, partners and internal users to help themselves by directing them to resources to guide them through simple requests that can be self-served.
- Completing simple service requests such as user additions, removals and password resets.
- Contributing to the internal and customer-facing knowledgebases to ensure content stays continuously up-to-date, helpful and relevant.
- Working with our Service Desk Manager to optimise and develop Service Desk Processes.
- Mentoring junior team members to ensure the continued high performance of the team.
- Deputising for the Service Desk Manager when required.
What we offer
- 25 days PTO
- Medical, dental and optical insurance cover
- Birthday leave to celebrate your special day!
- Hybrid working or work from home
- An exciting and flexible working environment surrounded by friendly and committed co-workers
- “Work from anywhere” 2 weeks per year policy
- Training and development opportunities
- Reward, benefits and wellbeing hub (offering support, discounts, cashback and savings)
- Ad-hoc team events, incentives and competitions
