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Skills: Customer service, Technical support, Problem solving, Fault finding, Communication skills
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Full-time
Posted 12d ago
~40 hrs/week
Responsibilities
The agent will take ownership of customer support issues via email and telephone to diagnose and resolve them while meeting strict SLAs. They will also perform investigative work on customer accounts and maintain documentation within the knowledge base.
Requirements
Candidates must possess excellent customer service and interpersonal skills with a strong ability to problem-solve and fault-find technical issues. Proficiency in general IT software and hardware support is required, along with the flexibility to work a rotating shift pattern.
Full job description
About us…
We are passionate about delivering the latest software and tech to our growing customer base across the UK, Australia & the US. With our Insight Driven and Frictionless Commerce cloud-based applications serving an incredibly diverse range of Retailers, we have become one of the UK’s best innovators, winning numerous awards (including the IT Europa SaaS Awards & UK Cloud Awards) along the way.
With our 24 years of experience providing a one stop shop including software, hardware, payments, services and telecoms to over 10,000 retail locations we recognize the power of living and breathing our values by being passionate, agile, supportive and professional at every turn. Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed. Get ahead and join a team who have your back and drive you forward, every day.
The Role
Our customers and their consumers deserve the best experience. Cybertill operates a customer centric product and services model which needs people to go above and beyond when responding to our customer’s needs when using our product.
We are looking for an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers and join our team in Knowsley.
Responsibilities
Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.
Always use our knowledge base for a first-time fix for our customers.
Ensure tickets being passed to second line have sufficient detail.
Think and operate pro-actively and highlight patterns to avoid reoccurring issues.
Doing investigative work with customer’s accounts to find the best solution for all parties
Be keen enough to self-learn aspects of the company product and hardware.
Have eagerness learn new IT and customer service skills/techniques.
Utilising several in-house and external systems.
Skill, Knowledge and Abilities
Excellent customer service skills and customer empathy.
Strong ability to problem solve and fault find issues.
Great interpersonal and relationship management skills.
Possess outstanding communication skills, with the ability to build instant customer rapport.
Have confidence when being confronted with new systems (we use lots).
Work closely with other departments to drive continuous improvements.
Good general IT software and hardware skills to enable both hardware and software support.
Flexibility on working hours our Service Desk covers 7 days a week supporting our customers. Shift patterns are 5 days out 7 covering hours from 08:00 to 20:00. Example shift times are 08:00-16:00, 08:30-16:30, 09:00-17:00, 10:00-18:00, 12:00-20:00.
We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process.
Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.
#Cybertill
Related keywords
Service DeskTechnical SupportSaaSRetailHardwareSoftwareSLACustomer ExperienceTroubleshootingIT SupportCloud-based applicationsIncident ManagementKnowledge BaseShift Work
As a leading player in vertical market software (VMS), Valsoft combines industry expertise with a unique buy-and-hold investment philosophy, managing a growing portfolio of companies that benefit from decentralized leadership and operational autonomy. We actively support our businesses, guiding them in their growth and evolution into market leaders.
Headquartered in Montreal with a global presence, Valsoft is committed to building a legacy of excellence by prioritizing sustainable growth and operational efficiency. Our long-term vision, driven by entrepreneurial spirit and disciplined execution, ensures we create lasting value for our portfolio companies, their customers, and the industries they serve. For more information, visit valsoftcorp.com.
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En tant qu'acteur de premier plan dans le domaine des logiciels pour marchés verticaux (LMV), Valsoft allie expertise sectorielle et une philosophie d'investissement unique axée sur l'acquisition et la conservation. Nous gérons un portefeuille croissant d'entreprises qui bénéficient d'un leadership décentralisé et d'une autonomie opérationnelle. Nous soutenons activement nos entreprises en les accompagnant dans leur croissance et leur évolution en leaders de leur secteur.
Basée à Montréal et présente à l'échelle mondiale, Valsoft s'engage à bâtir un héritage d'excellence en priorisant la croissance durable et l'efficacité opérationnelle. Notre vision à long terme, portée par un esprit entrepreneurial et une exécution rigoureuse, nous permet de créer une valeur durable pour nos entreprises, leurs clients et les industries qu'elles desservent. Pour plus d'informations, visitez valsoftcorp.com.
Offices: 100-7405, Transcanadienne, Saint-Laurent, Quebec H4T 1Z2, CA · 151 Bloor St W, Toronto, Ontario M5S 1S4, CA
TechnologySoftwareInvestmentMergers and acquisitionsM&Aand Vertical market softwareRestaurantsBusiness DevelopmentLogisticsSoftware
As a leading player in vertical market software (VMS), Valsoft combines industry expertise with a unique buy-and-hold investment philosophy, managing a growing portfolio of companies that benefit from decentralized leadership and operational autonomy. We actively support our businesses, guiding them in their growth and evolution into market leaders.
Headquartered in Montreal with a global presence, Valsoft is committed to building a legacy of excellence by prioritizing sustainable growth and operational efficiency. Our long-term vision, driven by entrepreneurial spirit and disciplined execution, ensures we create lasting value for our portfolio companies, their customers, and the industries they serve. For more information, visit valsoftcorp.com.
-
En tant qu'acteur de premier plan dans le domaine des logiciels pour marchés verticaux (LMV), Valsoft allie expertise sectorielle et une philosophie d'investissement unique axée sur l'acquisition et la conservation. Nous gérons un portefeuille croissant d'entreprises qui bénéficient d'un leadership décentralisé et d'une autonomie opérationnelle. Nous soutenons activement nos entreprises en les accompagnant dans leur croissance et leur évolution en leaders de leur secteur.
Basée à Montréal et présente à l'échelle mondiale, Valsoft s'engage à bâtir un héritage d'excellence en priorisant la croissance durable et l'efficacité opérationnelle. Notre vision à long terme, portée par un esprit entrepreneurial et une exécution rigoureuse, nous permet de créer une valeur durable pour nos entreprises, leurs clients et les industries qu'elles desservent. Pour plus d'informations, visitez valsoftcorp.com.
Offices: 100-7405, Transcanadienne, Saint-Laurent, Quebec H4T 1Z2, CA · 151 Bloor St W, Toronto, Ontario M5S 1S4, CA
TechnologySoftwareInvestmentMergers and acquisitionsM&Aand Vertical market softwareRestaurantsBusiness DevelopmentLogisticsSoftware