Customer Service Agent

6 months ago


Middlesbrough, United Kingdom VirtualArmour Full time

At VirtualArmour, we stand out as an industry-leading managed service provider renowned for delivering unparalleled support and guidance to our valued customers. Our commitment to excellence goes beyond mere satisfaction, we strive to forge lasting connections with our clients, establishing trust and reliability in every interaction.

Our company culture is the cornerstone of our success, ensuring that every team member's voice is not only heard but valued. Through fostering a welcoming environment and promoting a One-Team ethos, we transcend geographical boundaries, seamlessly collaborating with colleagues in America, Argentina, and Colombia. Our organizational strength lies in communication and teamwork, propelling us ahead of competitors and enabling us to deliver exceptional results.

The service desk operates around the clock, 24 hours a day, 7 days a week, ensuring continuous support for our customers. We maintain a robust shift system with two teams following a balanced 4-on-4-off pattern, fostering work-life balance for our employees. Each team member works four 12-hour shifts. They commence at varying times day shift starting at 6:00 am, back shift starting at 12:00 pm, or night shift starting at 6:00 pm on a rotational basis.

**Responsibilities**:

- Serve as the first point of contact for all inquiries, incidents, and service requests from customers or internal users across different geographical locations.
- Proactively identify, investigate, and escalate issues to minimize downtime and ensure continuous business operations.
- Document all support activities, solutions, and resolutions accurately in the ticketing system.
- Assist in the development and maintenance of knowledge base articles, FAQs, and self-help resources to empower end-users and improve efficiency.
- Participate in onboarding and training sessions for new employees to familiarize them with IT systems, tools, and best practices.
- Contribute to the enhancement of service delivery processes and procedures to optimize efficiency and customer satisfaction.
- Coordinate high-stress, multi-site incident response efforts by mobilizing resources, facilitating communication among executives, and leading the incident management process according to established protocols and best practices.
- Draft and distribute customer mass communication updates during service outages or other significant events. Ensure clear and timely communication.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Private medical insurance

Schedule:

- 12 hour shift
- Day shift
- Holidays
- Night shift
- Overtime
- Weekend availability

Supplemental pay types:

- Yearly bonus

**Experience**:

- Customer service: 2 years (required)
- IT: 1 year (preferred)

Ability to Commute:

- Middlesbrough TS2 1BB (required)

Work Location: In person



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