IT Customer Service Advisor

Role Overview & Responsibilities

As part of this team, the objective is to provide 24/7 support for online candidates taking exams via calls, incoming online live chats and JIRA ticketing system while maintaining SLA’s. Using excellent customer service skills to empathise with candidates during a difficult time and ensuring their needs are met to the best of the ability of the company.
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Responsibilities*
This role is shift based, consisting of day and night shift on a 4 on 4 off basis. We are looking for a polite and professional customer service advisor, ideally with an interest in progressing their career in the IT sector although not essential. The ideal candidate will be friendly and approachable and have a desire to learn. The desk has a global reach for students taking online exams so the successful candidate will need to be able to use their initiative when dealing with difficult situations. The key responsibilities are as follows:

• Answering incoming calls and online chats keeping within Company SLA’s
• Logging and maintaining tickets off the back of calls and check while monitoring emailed tickets.
• Providing technical support for students suffering basic IT issues when taking their exam, training provided.
• Understand and deliver an accurate handover to oncoming shift workers.
• Manage multiple online chats and requests. A high level of multitasking ability is required.
• Guide candidates and invigilators through current processes in order to resolve their issues in a timely manner.

Skills required
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Essential Skills:*

• 1 year Customer Service experience

Desirable Skills:

• Good understanding of Microsoft Office products and the use of them
• Previous technical IT experience
• Experience with JIRA ticketing system

Qualifications / Accreditations

• No formal qualifications required
• Good understanding of current Microsoft Office

Personal Qualities

• Polite and Professional
• Confident and Self-Motivated
• Organised and Dedicated
• Passion for learning
• Friendly and approachable

Salary - £24,000 Per Annum

• 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc)

• Private Medical Insurance with Vitality (after probation)

• My Staff Shop scheme discounts

• Access to internal Mental Health First Aid Champions

• Company Pension scheme with the People’s Pension (company contribution = 3%, employee contribution = 5% default but can be increased on request)

• Cycle to Work scheme

• Referral Bonus scheme

• Soft skills training

• Free eye tests

• Annual flu jab

• Standard annual holiday entitlement = 22 days per annum

Job Types: Full-time, Permanent

Salary: £24,000.00 per year

Work Location: In person