Customer Support Agent

4 days ago

Wakefield, United Kingdom eleventeenth ltd Full time

We combine a friendly, small-company feel with a stimulating, challenging and professional working environment. We’re looking for smart and driven individuals to join us in our Yorkshire offices or working remotely to help us through an exciting period of growth.

As a helpdesk agent, you’ll be monitoring customer support queries within our organisation, responding to client queries in friendly and helpful manner. If there are any issues or changes required, you’ll be the first person that the client will be in contact with. The face of our organisation.

Tasks include, but are not limited to:

- Working with customers to understand problems, investigate causes and suggest solutions or work-arounds
- Supporting clients with system configuration
- Escalating technical issues to the development team for resolution
- Logging and keeping records of client queries
- Training clients on the correct use of their software solution
- Analysing support logs so you can spot common trends and underlying problems
- Updating user documentation so new clients have training to help them avoid issues faced by previous clients, and solutions to past problems available to them in the help system
- Working with technical developers to help relay the resolution to the client
- Testing fixes and new developments before hand-over to the client

Initial training period of six to eight weeks will be in UK office hours 09:00 - 17:30.

We offer a competitive salary, 24 days paid vacation, pension contributions and health benefits.

Work Remotely
- Optional

**Salary**: £17,500.00-£22,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday

COVID-19 considerations:
During Covid19 we're all working remotely, and there isn't pressing need for us to return to office-based operations.
Training may require office attendance, and when it does, social distancing and hygiene policies will be strictly enforced.

Ability to commute/relocate:

- Wakefield WF1: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 1 year (required)

Shift availability:

- Overnight shift (preferred)
- Night shift (preferred)
- Day shift (preferred)

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