IT Support Specialist
2 weeks ago
Job Summary
We are seeking a highly motivated and customer-focused IT Support Specialist to join our team at Allocate. As a Junior Web Application Support, you will be responsible for providing exceptional support to our customers, ensuring their issues are resolved efficiently and effectively.
Key Responsibilities
- Provide initial point of contact for customers
- Answer incoming calls and manage customer requests
- Log and manage incidents via the Service Management Tool
- Escalate incidents to the appropriate resolver group
- Provide timely updates to customers in line with Service Level Agreements
- Develop strong customer relationships through direct communication
- Proactively review customer accounts and manage case queue
- Escalate high-priority issues to Line Management
- Update and propose new knowledgebase articles
- Complete regular tasks in line with Service Desk procedures
- Review daily priorities and take appropriate action
- Work with all areas of the business to achieve high levels of customer satisfaction
Requirements
- Customer Support - Provide outstanding support and have empathy with customers
- Communication - Develop relationships with customers and colleagues, and demonstrate effective communication
- Team Player - Enjoy working in a team environment and working with others to solve customer issues
- Problem Solving and Decision Making - Gather information, evaluate options, and make justifiable decisions
- Planning and Organising - Determine a course of action, plan, and resource each step
- Building Relationships - Develop effective relationships with colleagues and customers
- Innovation, Flexibility and Adaptability - Respond well to management and customer requests, and meet business goals
Why Work with Us
- Join a friendly culture that encourages collaboration and personal autonomy
- Experience an environment where personal growth and career development are encouraged
- Receive benefits that include private healthcare, health insurance, discounts, and more
- Experience hybrid work and flexible working to support work-life balance
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