First Line Technical Support Agent

5 months ago

NewarkonTrent, United Kingdom The Barcode Warehouse Ltd Full time

**Job description**

**We are Disability confident**
- ‘The Barcode Warehouse, is the UK’s leading specialist provider of barcode technology, RFID, labelling and enterprise mobility solutions in the UK. The business is currently embarking on the company’s biggest and most significant transformation. Already an incredibly successful company, The Barcode Warehouse is now raising the bar and firmly establishing itself as the leading technology and software solutions provider across many sectors through significant investment in systems, infrastructure, people and a brand new purpose-built Innovation and Customer Experience centre._
- With a clear vision, significant investment and plans to grow product categories, services, solutions and expand firmly into new markets - there has never been a better time to be an incident management agent at The Barcode Warehouse._
- The opportunities to get stuck into projects, new initiatives, and make a real impact are endless. Supported by a hands-on, proactive senior leadership team and surrounded by a friendly and helpful culture; the right person could have a long and rewarding career at The Barcode Warehouse._
- If you are highly self-motivated, talented and up for the challenge of growing an already well-established business you’ll be a welcome addition to the team’_

**Employee Benefits**:

- 28 days of holiday increasing up to 5 more with each year of the service
- Additional paid day off for your birthday
- Holiday buy/sell scheme (up to 3 days)
- Sick pay - increasing with the length of service
- Paid volunteer day
- Employee Assistance Programme
- Hybrid working/remote working may be available
- £1,000 Salary Increase when passed 6 month probation

**Role**
- Providing 1st line technical support for a range of key clients
- Logging all incidents on relevant CRM and software systems
- Diagnosing technical faults and providing over the phone solutions
- Escalating technical queries to 2nd line support
- Providing excellent levels of customer service and support
- Working to Service Level Agreements (SLA) against call handling time, resolution etc
- Monitor group mailboxes, ensuring all inbound queries received a response within SLA
- Collection of feedback from end users via outbound calls, when required

**Skills / Experience**
- Fluent in English Written and Spoken
- Problem solving and keen attention to detail
- Driven to deliver high levels of Customer Service
- Flexible approach to working hours
- Clear telephone manner
- Good verbal and written communication skills
- Experience of working within a Technical Help Desk / Service Desk environment would be an advantage, but full training will be given.
- Working hours between 06:00-22:00 - 8,5 h shift with 30 min unpaid lunch
- Working across 5 out of 7 days a week with some weekends work involved (typically one day of the weekend - Sat or Sunday - in 3 weeks)
- Salary increase with additional supported languages (Spanish, French, Polish, Romanian) - 1 Supported Language £22,888, 2 supported languages £23,412, 3 Supported Languages £23,924

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

**Salary**: From £22,052.00 per year

**Benefits**:

- Additional leave
- Company events
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Day shift

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Newark-on-Trent, NG24 2EG

**Company Background**

The Barcode Warehouse is the UK's leading B2B barcode solutions company specialising in the supply and provision of Auto-ID hardware, software, managed services and associated products and accessories. We are proud to include Motorola, Intermec, Datalogic, Zebra and Toshiba amongst our business partners

Our company has been established for over 25 years and continues to grow organically year on year, supported by the skill and enthusiasm of our colleagues who provide product advice, technical support and service for both existing and new customers to the company.

**Role**
- Providing 1st line technical support for a range of key clients
- Logging all incidents on relevant software systems
- Diagnosing technical faults and providing over the phone solutions
- Escalating technical queries to 2nd line support
- Providing excellent levels of customer service and support
- Working to Service Level Agreements (SLA) against call handling time, resolution etc
- Monitor group mailboxes, ensuring all inbound queries received a response within SLA
- Collection of feedback from end users via outbound calls, when required

**Skills / Experience**
- Additional language would be beneficial but it is not required
- Problem solving and keen attention to detail
- Driven to deliver high levels of Customer Service
- Flexible approach to working hours
- Clear telephone manner
- Good verbal and written communication skills
- Experience of working within a Technical Help Desk / Service Desk environment woul

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