1st Line Service Desk Agent

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