Support Consultant

2 months ago

Fareham Hampshire, United Kingdom Infinigate Cloud Full time

Infinigate Cloud are seeking an ambitious and customer-centric Support Consultant to join their Cloud Support Team based in Fareham. We are seeking a committed candidate perhaps at the start of your IT career, newly graduated or you may have gained some experience in this field already. This role is designed to offer the opportunity to develop the right candidate’s technical capabilities whilst utilising your strong communication and customer service skills. You will need to be an investigator, problem solver and keen to learn

The purpose of this role is to deliver effective support to our partners through answering inbound enquiries, providing technical assistance, advice, and guidance. This role will also assist with the provisioning and onboarding of products and services within the Infinigate Cloud portfolio. In addition, fully supporting the use of Infinigate Cloud’s platforms and vendor portals and achieving high levels of partner satisfaction.

Please note that this is a full-time role is based in our offices on Cams Hill Estate. This role is offered on a hybrid basis following an initial 4 -week training period during which time you will be expected to attend the office full-time. This role is based on a shift pattern within core business hours of 08:00-18:00, Monday to Friday and the shifts are fairly distributed across the team.

Duties & Responsibilities

Technical Support

• Primary point of contact for our partners, responsible for providing reactive technical support by efficiently responding to inbound enquiries, primarily by answering inbound phone calls, responding to emails, and raising the resulting support tickets accordingly

• Overall accountability for proactively managing support enquiries, taking ownership of support tickets from an initial first contact through to a satisfactory resolution. Accountable for the management of escalations within other business units and 3rd party vendors, ensuring that updates are delivered with clear and concise communication, within an appropriate time frame

• Accountable for the accurate scoping and implementation of new provisions, changes to services and partner onboarding onto Infinigate Cloud’s platforms for our partners, delivering an efficient and professional service in a timely manner, within SLA and to business KPIs

Partner Satisfaction

• Provide an excellent level of customer service, ensuring a world class customer experience, resulting in maintaining or improving upon our world class Net Promoter Score (NPS)

• Deliver professional, timely, and clear communications to both our internal teams and external partners for all support tickets, resulting in higher efficiency and productivity

• Continually reviewing, recommending, and implementing opportunities for improvement, to protect and enhance the partner experience, consequently driving improvements in satisfaction

Non-Technical Support

• Responsible for ensuring the use and execution of all processes and work instructions relevant to the role, identifying opportunities for improvement of processes and assisting with any supporting documentation where appropriate

• Actively increase own knowledge of all products and services in our portfolio, including vendor products and our internal systems. Proactively sharing knowledge gained with the rest of the team internally, and externally with our partners to educate and upskill, including creation of knowledge articles

• Ensure that team priorities are delivered within SLA, including the ongoing management of tickets in your workload, meanwhile ensuring your availability to prioritize inbound calls, ensuring appropriate handovers are produced when required. This is a proactive role; you are responsible for ensuring that you are picking up appropriate tasks of your own volition, working with the wider team to achieve department targets.

General Skills

• 12 months relevant exposure working in a similar role OR

• Relevant degree or qualifications in IT or comparable subject

• Competent PC user with strong Microsoft Office suite skills

• Demonstrable interest in IT with an aptitude for technical troubleshooting

• Able to demonstrate strong written and clear verbal communication skills

• Able to demonstrate excellent organisational and time management skills

• Excellent customer service skills, taking ownership of issues from reporting through to resolution to promote partner satisfaction and positive feedback

• Demonstrable experience in handling difficult and complicated issues, turning a negative issue into a positive partner outcome

Personal requirements

• Solution focused, takes accountability for own actions, and constantly strives for greater results

• Autonomous self-starter, able to acquire new knowledge and skills quickly

• Confident and professional with excellent interpersonal, written, and verbal communication skills

• Must thrive in a high growth, fast-paced work environment

• Flexible style, able to work as part of a cohesive team and independently using own initiative

Benefits

• £24,000 salary + £2,000 commission = £26,000 OTE per annum

• 25 days annual leave rising to 28 days with length of service plus bank holidays.

• Day off on your birthday.

• 2 paid volunteer days per year

• Additional holiday purchase scheme

• Life assurance of 4 x basic salary and group income protection from start date

• 5% employer matched pension contributions after 3 months service.

• Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.

• Hybrid working arrangements and standard office working hours are 9am – 5.30pm

• Employee assistance programme for practical and emotional support.

• Free parking and complimentary refreshments onsite.

Infinigate Group are committed to creating a diverse and inclusive workplace where differences are not only accepted but also valued and appreciated. If any reasonable adjustments would support you through the recruitment process, then please get in touch at jobsUK@infinigate.com

If you are interested in applying for this role or have any additional queries on the role, please submit your CV quoting ‘Support Consultant’ to JobsUK@Infinigate.com.

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