2nd Line Technical Customer Service

7 days ago

Marlow, United Kingdom Ciphr Full time

**Location**

Marlow office based

**Vacancy Type**

Permanent/Full Time

**Job Summary**

We currently have a new and interesting opportunity for someone who is looking for a new role or wanting to progress in their career into our 2nd 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**:

- This role is hybrid, you will be required to travel to our Marlow office on a weekly basis.

**On a day-to-day basis in the 2**nd** Line Technical Customer Service team, this is what you can expect**:

- Investigate complex software problems, liaising with other technical resources to resolve incidents and develop solutions
- Efficiently and systematically use the Zendesk ticket management system to schedule work, provide updates and track workload and output
- Provide escalation and rapid response support alongside 1st level resources including technical set up and advice
- Help develop and maintain procedures and standards
- Identify and feedback on any processes where observed improvements can be made
- Create and develop Technical Knowledge base articles

**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
- 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**:

- Ability to work independently and as part of a team, often in pressure situations
- Excellent IT equipment and systems troubleshooting skills
- Good communication skills with an aptitude for effective liaison with users, colleagues and third parties
- Professional demeanour to maintain and enhance customer relationships
- Ability to take innovative approaches to problem solving
- The ability to present complex ideas to technical & non-technical audiences
- The ability to manage time and workload effectively and always keep tickets updated

**About Ciphr**:
Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions.

Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.

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