Technical Helpdesk Agent

5 months ago

Manchester, United Kingdom UTP Merchant Services Ltd Full time

**Position**:Technical Helpdesk Agent

**Reporting To**: Operations Manager

**Status**:Permanent

**Salary**:£23,000

**Hours**:Full Time (basic hours are 9.00 a.m. to 17.30 p.m)

**Based**:Manchester

**The Company**:
With a customer base of over 20,000 customers, approximately £3 billion is processed across UTP’s estate of credit card machines each year with many hundreds of new customers being added monthly.

**The Role**:
Reporting into Operations Manager, the Technical Helpdesk Agent will be responsible for providing first-line and on-going support to all customer accounts.

**Duties and Responsibilities include**:

- Provide support for all queries from the initial call to resolution where possible.
- Assisting sales agents in an empathetic, persuasive and confident telephone manner
- Ability to logically pursue problems, overcome queries and set priorities.
- Remotely troubleshoot and diagnose payment devices.
- Monitoring customer accounts scanning for unusual activity.
- Reporting any suspected fraudulent payments
- Organise collections of devices via courier portals
- Deal with customer complaints in a timely manner

Will be able to evidence
- Excellent attention to detail and the ability to always produce accurate work which is clear and concise
- Professional, clear and confident communication skills on the telephone
- Comfortable working independently and effectively to deadlines
- Excellent IT skills using Microsoft Office (Word, Excel and Outlook) together with the confidence to effectively use other in-house databases as required.

At UTP we recognise that our employees are our greatest asset and we like to reward your hard work with benefits that we think you will love

Our aim is to continually support you in work, but out of work too

Here is a glimpse at what’s on offer:
**For your Pocket**:

- Enhanced pension contributions
- Discounts & Freebies on food / drink / tech / gadgets / entertainment and much more
- Free eye tests with Specsavers

**For fun**:

- Quarterly team building event.
- Dress Down Fridays
- Annual awards ceremony
- Friday breakfast
- Day off on your Birthday

**For your Wellbeing (Mind, Body & Soul) something for every one**:

- Access to our Employee Assistance Programme (offering confidential support and guidance)
- Access to our online workout platforms (HIIT)
- Access to our meditation, hypnosis, and yoga platforms

**For your continued Development**
- Access to our online learning platform

Pay: £23,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Health & wellbeing programme
- Referral programme
- Store discount

Schedule:

- Monday to Friday

Work Location: In person

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