Service Desk Specialist

6 months ago


Banbury, United Kingdom Contact Web Ltd Full time

**Hours**:
**Monday - 19:30pm - 03:30am**

**Wednesday - 19:30pm - 03:30am**

**Thursday - 19:30pm - 03:30am**

**Saturday - 19:30pm - 03:30am**

**Sunday - 19:30pm - 03:30am**

**Please note this is a night shift role but training for the first 3 weeks in Banbury required in the day, to be Monday
- Friday 9:00-5:30pm**

**Job Summary**:
Contact Web Ltd is seeking a Service Specialist to join our team. This role will be responsible for providing technical support to our customers, and assisting with any related issues that may arise. The role will also be responsible for resolving customer issues and assisting with the development of new customer accounts.

**Essential Duties & Responsibilities**:

- Provide assistance with customer issues that may arise.
- Serve as a point of contact for external customers.
- Maintain a high level of customer service and assist in resolving any issues that may arise from the internal customer teams or the customer teams themselves.
- Ensure that all assigned tasks are completed in a timely manner.
- Provide reports to management on the progress of assigned tasks and provide updates on customer accounts as needed.

**Required Skills**:
Customer Service Excellence:

- Proven experience in delivering exceptional customer service in a fast-paced environment.
- Excellent verbal and written communication skills, with the ability to effectively communicate complex technical issues to non-technical customers.
- Strong problem-solving skills and the ability to remain calm and professional under pressure.
- Empathy and patience when dealing with customer inquiries, ensuring a positive customer experience.

Technical Proficiency:

- Ability to perform basic system diagnostics and resolve simple technical problems independently.

Time Management and Organization:

- Ability to prioritise and escalate issues based on urgency and impact.
- Attention to detail in recording accurate and comprehensive information in tickets and customer records.
- Proactive approach in identifying patterns or recurring issues to improve efficiency and customer satisfaction.

Teamwork and Collaboration:

- Ability to work effectively as part of a team, collaborating with colleagues to resolve customer issues and share knowledge.
- Willingness to assist team members and provide guidance when necessary.
- Strong interpersonal skills to build rapport with customers and colleagues from diverse backgrounds.
- Flexibility and adaptability to work in a dynamic and changing environment.

Documentation and Reporting:

- Proficiency in maintaining accurate records of customer interactions, issues, and resolutions.

Professionalism and Integrity:

- Demonstrated reliability, punctuality, and commitment to work schedules.
- Ability to handle sensitive and confidential information with discretion and integrity.
- Willingness to adhere to company policies, procedures, and service level agreements.
- Continuous self-development to stay updated with industry trends, technologies, and best practices.

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

**Salary**: £25,000.00-£29,000.00 per year

**Benefits**:

- Company pension
- Work from home

Schedule:

- Every weekend
- Night shift
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Ability to commute/relocate:

- Banbury: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Service Desk/Customer Service: 1 year (required)

Shift availability:

- Night shift (required)

Work Location: Hybrid remote in Banbury



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