1st Line Technical Customer Service

3 weeks ago

Marlow, United Kingdom Ciphr Full time

**We currently have an exciting opportunity for an experienced IT customer service analyst to join our 1st Line Technical Customer Service team.**

We are all about people at Ciphr. Our values are trust, drive, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us

Does this sound like you? Take a look below at what we can offer you when you join.

**Location**:

- You will be required to come to the office in Marlow a minimum of twice a week.

Our business is growing, and we are seeking to enhance our customer care team.

You will be joining a dedicated 1st Line Technical Customer Service team who are passionate about supporting our customers and each other to the best of their ability.

**On a day-to-day basis in the 1st Line Technical Customer Service team, this is what you can expect**:

- Providing exceptional support to customers and help them to get the most from their Ciphr solutions
- Leading customer-facing sessions with confidence, ensuring support queries are triaged correctly and priorities are fully understood
- Manage customer escalations appropriately
- Diagnose, troubleshoot and problem solve any customer queries
- Work in a fast paced environment with a desire to exceed Service Level Agreements (SLAs)

**We have some great benefits to reward you for your hard work, do check them out below**:
As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:

- 25 days annual leave (28 after 3 years’ service), plus bank holidays
- Family National Trust Membership
- Birthday day off
- Family forming support - e.g., time off for family forming appointments or to support your partner
- Enhanced maternity and paternity leave
- Cycle to work scheme
- Pension
- Health cash plan
- Life assurance
- Technology Loans
- Car leasing scheme
- Perks at Work - access to exclusive discounts, cinema tickets, etc.
- Regular training
- £1,500 employee referral scheme
- Medical Cover and Dental cover (after 6 months’ service)
- Income Protection insurance (after 12 months’ service)

**If you have the following skills, you may be a perfect fit**:

- 1+ years’ experience in a Customer/Technical Support role/environment
- Knowledge of Service Desk/Ticketing systems and/or Zendesk is desirable but not essential
- Strong analytical skills and approach technical issues logically
- Excellent communication skills
- Good time management and workload prioritisation skills
- Strong literacy, numeracy and IT skills
- A good knowledge of Microsoft Office products (Word, Excel and Outlook)
- The ability to remain calm under pressure
- Team player but equally self-driven

**About Ciphr**:
Ciphr is a specialist provider of SaaS HR, payroll, recruitment and learning software through its HCM platform, Ciphr Connect. Ciphr’s cloud-based solutions help busy HR teams to streamline their processes across the entire employee lifecycle and spend more time working strategically.

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

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Marlow, SL7 1DD: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- Service Desk/Ticketing: 1 year (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: Hybrid remote in Marlow, SL7 1DD

Reference ID: 220323

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