Customer Service Representative

Customer Service Representative MSite has an exciting opportunity for a Customer Service Representative to join our team working in Liverpool. You will join us on a full‑time, permanent basis. We are an extraordinary technology brand looking for extraordinary people. From humble beginnings, MSite has risen to become a global leader, providing state‑of‑the‑art digital identity solutions to some of the world’s most demanding workplaces. Our customers— including major construction companies—expect an unparalleled level of innovation and quality from our products and services. From our employees, we expect commitment, trust and imagination to be your driving forces. In return, you can expect to play a key role in our story and join a dynamic market leader at a crucial stage of its development. Role Summary As a Customer Service Representative, you will support customers as their first point of contact, providing guidance on using the MSite system and offering first‑line assistance with any issues or faults, including managing tickets that require escalation to technical teams. You will collaborate closely with customers to coordinate and oversee the provision of technical assistance, incident resolution, and problem‑solving. Your expertise in managing cases within their service level agreements (SLAs), monitoring customer performance, and optimising service desk operations between different tiers of support will be crucial in maintaining high levels of client satisfaction. Key Responsibilities Providing telephone and ticketing first‑level customer support and triaging support tickets to the relevant support teams/functions. Assessing the impact and urgency of tickets and gathering appropriate information for the type of incident/request. Resolving customer issues where possible, ensuring updates to customers within agreed SLA’s and quick resolution. Supporting the Team Manager towards continued improvement of team processes and customer experience. Escalating incidents/requests that cannot be resolved within agreed timescales, while maintaining responsibility for ticket management and customer communication throughout. Communicating proactively and accurately to customers on incident and request ticket progress. Acting as a central point of contact between the customer and MSite, interfacing with functions such as Change Management and Incident Management. Maintaining clear and open communication channels with customers and internal teams, providing regular updates on service desk performance and pertinent changes. Ideal Candidate A passion for delivering exceptional customer service. Excellent written and verbal communication skills. A positive growth mindset. Highly motivated and energetic team player. Understanding of IT Service Management methodology. Ability to work in a highly pressurised environment. Experience Previous experience in a customer service role and with customer service tools. Previous experience supporting IT/software systems. Working knowledge of Microsoft Office suite, especially Excel and Outlook. Diversity & Inclusion MSite proudly embraces diversity and is committed to being an equal‑opportunity employer. We believe in providing a fair and inclusive workplace for all employees, regardless of background, ensuring a merit‑based approach to hiring, promotion, and compensation. Our goal is to foster an empowering environment that encourages growth and collaboration among our team members. If you require any support during the interview process, please let us know. If you feel you have the necessary skills and experience to be successful in this Customer Service Representative role, click ‘apply’ today. We’d love to hear from you. Seniority level Entry level Employment type Full‑time Job function Other Industries Consumer Services Referrals increase your chances of interviewing at MSite by Infobric by 2x #J-18808-Ljbffr