• To provide front-line support to all Red Box customers via phone, portal and email and to assist Technical Support Engineers when required with management of support cases, keeping CRM systems up to date.

Primary Responsibilities

• Interpretation of issues raised, using a range of questioning techniques to capture the entirety of the fault the customer is experiencing, enabling escalation to the relevant team for resolution.
• Ownership of all incidents ensuring they are recorded (CRM), monitored and reported to the relevant stakeholders.
• Maintain an agreed level of contact with the customer to deliver a first-class customer service.
• Work to individual and team SLAs to ensure they are met or where possible, exceeded.
• Communicate verbally and in writing to customers and other internal stakeholders.
• Be able to communicate at an appropriate level especially where technical information may need to be interpreted in a non-technical way.
• Have excellent written skills being able to accurately and concisely log issues on our CRM system.
• Work collaboratively with the team and where necessary, inter departmentally to get tasks completed.
• Construct and communicate customer incident and shift reports.
• Any other adhoc duties based on requirements of the business.

Skills & Experience

• 1 - 3 years of work experience in the delivery team of a IT product or IT services organization
• Previous experience in a service desk environment
• Basic knowledge of CRM based systems.
• Good Telephone manner.
• Positive attitude.
• IT based knowledge
• Working within fast paced department.
• Technical skills
• Time management/Priortisation;
• Problem solving

Qualifications

• Higher Education Qualification or equivalent (Essential)
• Degree or equivalent (desirable)

Role: Customer Success, Service & Operations - Other

Industry Type: Software Product

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service & Operations - Other

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

Process automation

Automation

Talent acquisition

Time management

Service desk