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Customer Support Specialist

2 months ago

Tewkesbury, Gloucestershire, United Kingdom Amiosec Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at Amiosec. As the first point of contact for our customers, you will provide secure, professional, and friendly customer support services.

Key Responsibilities:

  • Handle incoming issues, queries, and help requests from end-users.
  • Provide first and second-line incident management support for customer issues.
  • Fulfill service requests such as information requests or new hardware requests.
  • Hardware provisioning activities.
  • Support the Major Incident Management Process.
  • Creating and updating process documentation and user guides.
  • Involvement in weekly stand-ups providing latest ticket updates to Operations teams.
  • Providing updates around any service or customer issues for problem management.

About You:

  • Minimum 1-2 years of Service Desk experience.
  • Excellent communication skills, both face-to-face and online.
  • Customer-focused with a strong analytical and problem-solving mindset.
  • Aptitude to learn, understand, and apply technical skills.
  • Ability to work independently and as part of a team.

Desirable Qualifications:

  • Proficient in the use of ticketing systems (ITSM) such as Freshdesk, Jira, or ServiceNow.
  • Proficient in the use of knowledge systems such as Confluence or SharePoint.
  • ITIL certified or working knowledge.
  • Networks familiarity.
  • Secure communications experience.
  • Microsoft Office proficiency.
  • Unix experience.
  • Fault-finding of electronic assemblies to component level.
  • Basic Wi-Fi knowledge.
  • Apple mobile device knowledge.
  • Personal interest in IT.

Why Work at Amiosec?

We offer a comprehensive benefits package, including:

  • Life Insurance (4x salary).
  • Private Health Scheme with no excess and no limit on treatments.
  • Salary Sacrifice Company Pension, matched up to a maximum of 10%.
  • 25 Days Holiday + Bank/Public Holidays.
  • Option to buy an additional 37.5 holiday hours.
  • Enhanced Maternity/Paternity Leave.
  • Cycle to work scheme.
  • EV salary sacrifice scheme.
  • Team Away Days.

We are committed to providing equality of opportunity for all and aim to ensure our workplaces are free from discrimination and that our current and future colleagues are treated fairly and with dignity and respect.