System Support Agent

3 months ago

Crawley, United Kingdom AIRDAT Ltd Full time

**Systems Support Agent**

**Introduction**

AIRDAT is a UK based systems, training & consultancy company providing services specifically to the Aviation sector. Our products relate to the management of training, assurance, compliance, fleet and auditing. In addition, AIRDAT offers airports an array of support services.

AIRDAT is proudly an Employee Ownership Trust (EOT). Joining our Employee Ownership Trust means becoming an integral part of a company where your contributions directly impact our shared success. As an employee-owner, you'll have a stake in the company's achievements, fostering a collaborative and empowered work culture. Our commitment to shared ownership promotes a supportive environment where your dedication is rewarded, creating a fulfilling and mutually beneficial workplace.

At AIRDAT, it’s all about life-work balance. Working only 32 hours a week on a permanent full time basis, you will get 22.5 holiday days and bonus time during the Christmas/New Year period too. The company also runs around 6 free ‘activity days’ throughout the year (including things like Go Karting, Off-Road Driving,Spa Day, Kayaking) - you can vote for other activities you’d like to do and you can book onto as many of these as you like (or not) - plus our team Christmas Party.

We operate a cycle to work scheme, a Private Healthcare Scheme and Discretionary Occupational Sick Pay. You’ll be provided with all the equipment you need and we reserve an annual budget to help improve skills and further your development too. In addition, all team members receive a purchasing card, so no using your own funds to make company purchases.

Our company values are Proactive, Evolving, Confident and Supportive - these should resonate with any potential applicants.

**The Role**

This is a permanent contract and we are looking for someone who can work full time (based on a 4 day working week) between the hours of 0900 to 1700 working either Monday to Thursday or Tuesday to Friday. This role will be diversified one day a week in another area of the business. This role is primarily home-based but there will be a need to travel to AIRDAT Offices. In this role your key responsibilities will be:

- Learning everything about AIRDAT’s products and services to assist customers
- Help customers with first-line troubleshooting of hardware, software, and network issues
- Working with the internal team to help improve processes and ensure the smooth operation of the business
- Escalate complex technical issues to appropriate teams
- Create and maintain documentation for troubleshooting procedures and solutions
- Responding to queries (internal and external) in line with Service Level Agreements and prioritising critical tickets.
- Collaborate with other support agents and teams to ensure timely issue resolution
- Proactively identify opportunities to improve systems and processes
- Maintain a high level of customer satisfaction through professional communication and timely responses
- Being a champion for AIRDAT’s products and services and cross selling/promoting use of them whenever possible.
- The creation and maintenance of support articles & manuals.
- Attending and managing the daily online support meetings and monthly/check in meetings

You will report into and work with the Support Director. There will also be a need to self manage whilst maintaining our company culture & values.

Applicants must be able to demonstrate that they are proactive, confident, work well with others, have exceptional customer service skills, are good decision-makers, highly organised & self-motivated, reliable and can work under their own steam unaided.

**Strengths and Behaviours**

Are you:

- Someone who loves to help people?
- Comfortable interacting with stakeholders of all types and with exceptional customer service skills?
- Loves tech and enjoys using systems to make their life easier?
- Capable of building good relationships leading to trust and commitment?
- Driven with the enthusiasm to work in a complex fast-moving environment?
- Able to work to targets and deadlines?
- An excellent communicator (verbal and written)?
- Able to convey complex information in a clear and concise manner
- Able to work at pace, a self-starter who can work with the minimum of supervision?
- Able to put forward, consider and adapt to better methods of working?

**Role Requirements**

Required
- Have experience in customer service
- Good time management and organisational skills
- Excellent written and verbal communication skills.
- Highly proficient computer skills
- A good team player
- Dealt with multiple systems before
- Diagnose and troubleshoot hardware, software, and network issues
- Experience with help ticketing systems such as helpscout

Desirable
- Experience on MacOS
- Knowledge and use of Google Workplace
- Experience with video editing software
- Experience of project management systems such as JIRA & Trello

**Salary and Benefits**
- £22k to

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