Help Desk Support

5 months ago

Woodbridge, United Kingdom Chorus Intelligence Ltd Full time

**The Company**

Chorus Intelligence is a global technology company headquartered in the United Kingdom. Our North American headquarters is in Virginia Beach, VA.

We are trusted suppliers of investigative software that enables our customers to confidently turn data into intelligence and evidence. We have created the Chorus Intelligence Suite, a modular software solution that assists law enforcement through each stage of a digital investigation.

Chorus has been providing law enforcement with innovative software solutions since 2011. We are established in most of the UK’s Police Forces and Government Agencies and are growing exponentially across North America.

At Chorus Intelligence, we work hard to ensure that we conduct our business in a way that gives our customers confidence that our operations are secure, continuously improving and designed to meet the expected levels of quality.

**The Culture**

Chorus Intelligence prides itself on being customer focused and driven, following our core values in all we do. We employ agile working practices and a flat organisational structure that keeps us all in proximity. Ideas and new ways of working are encouraged, with quick decisions and actions allowing us to deliver high customer satisfaction and excellent retention rates. We are looking for an individual who has the passion and drive to continually learn and join our central hub for customer support.

**The Location**

Chorus Intelligence has offices in Woodbridge, Suffolk, Cambridge and Virginia Beach, USA. This role is based in Woodbridge, Monday to Thursday and Work from Home on Fridays. Shifts will be 8.30am to 5pm or 12pm to 8pm (Mon to Thurs) and between 8.30am to 5.30pm Friday. You will benefit from free parking.

**Job Overview**

This role is pivotal within our Helpdesk Support function which is our central point of contact for all customers regarding issue’s related to our products.

You will be required to assist our service users, whilst logging all contact and providing 1st and 2nd line support in answering their questions.

We pride ourselves in maintaining our 98% service response satisfaction rate and therefore it is essential to fully understand and have an in-depth knowledge of our products, ensuring great customer service is always provided. Full product training will be given along with a continual development program.

You will be required to guide the service users through corrective steps ensuring that all tickets are resolved in a timely manner and escalating where appropriate.
- **Must be/have experience of**_
- Previous experience in a customer or IT support role is essential.
- Can do attitude.
- Must be a collaborative team member with excellent communication skills.
- Dealing with problems with a calm demeanor and know when you need to escalate problems.
- You must have great attention to detail.
- Be methodical.
- Self-motivated.
- Eager to take on new challenges as they arise.
- Computer literate.
- Well-organised.
- Familiarity with Active Directory, Power-Shell and 365 Admin is an advantage.

**Benefits**
- Competitive salary
- Private healthcare
- 25 days holiday
- Death in service - 6 x salary
- Share options
- Subsidised Gym membership
- Electric Car Scheme / Cycle to Work Scheme
- Holiday Buy Scheme
- Training
- Pension (auto-enrolment)
- Security clearance (You must have been resident in the UK for last 5 years)

**Salary**: £30,000.00-£32,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (required)

**Experience**:

- Technical support: 1 year (required)
- Customer service: 1 year (required)

Ability to Commute:

- Woodbridge (required)

Ability to Relocate:

- Woodbridge: Relocate before starting work (required)

Work Location: In person

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