Service Support Coordinator

5 days ago


Witney, United Kingdom Focus Group Full time

Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

Focus Group are supporting our subsidiary company - STL Communications recruit and grow.

The team at STL Communications are industry experts based in Witney, who’s role is to increase revenue within the technology sector, manage existing accounts to retain revenue and provide a first-class service to all customers.

Our teams are experts in their field, passionate about finding the right solutions for our customers and committed to supporting each other. We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams are at the heart of all our Focus Group companies. Our people make the difference.

We are now recruiting for a Service Support Coordinator

The Operations team ensures the process from order to cash remains punctual, efficient and the client receives exceptional customer service.

This position is to support our clients to efficiently manage and resolve incidents in all aspects of communication and IT.

Principal Responsibilities/Duties
- Be the first point of contact for customers providing outstanding customer service
- Efficiently manage fault triage, therefore managing incidents and escalations for more complex resolutions to meet SLA’s
- Be responsible for “First touch” fixes such as password resets, minor programming, deployment of new users
- Work with our partner companies and other 3rd parties to resolve issues
- Ensure customer documentation, administration and reporting is completed in a timely manner within the company’s expectations
- Work in accordance with our company procedures and policies

Essential Skills
- Strong organisational skills, with the ability to prioritise within SLA
- Excellent communication skills, written and verbal
- Experience in a customer facing role, either face to face or remotely

Desired Skills
- Experience in a technical role, or with a managed service provider
- Experience working on an MSP Support desk

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

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

**Salary**: £21,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Childcare
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Free parking
- Gym membership
- On-site parking
- Profit sharing
- Referral programme
- Sick pay
- Store discount
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Performance bonus
- Yearly bonus



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