Ticketing Administrator

Job Description:

Location: On site Erskine, Scotland

Clearance level: SC

Due to security clearance requirements candidates must hold or be eligible for SC. Candidates must be UK national/British passport holder and resided in the UK for 5 years and over.

DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit

Job purpose:

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Responsibilities:

Lead from the front and develop the team to deliver excellence in what they do

Monitor attendance and timekeeping

Allocate duties

Liaise with both internal and external stakeholders

Collate statistics and present at meetings when required

Ensuring cleanliness, tidiness, and safety of work environment

Monitoring Call Logging systems

Assign calls and progress as per process

Perform End User contact by phone and email

Perform ticket updates regularly

Escalation Management

Inter Departmental Problem solving and assistance

Conduct performance management meetings and 1 to 1s

Requirements:

Working knowledge of the field of Customer Relations.

Demonstrated verbal communication and customer service skills.

Intermediate-level knowledge of operating systems software.

Demonstrated writing/correspondence skills.

Experience and demonstrated presentation skills.

Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.

Typically a Bachelor's degree or equivalent experience and several years related experience or Master's degree and experience.

Several years related experience in a telephone support position in a service or end-user support environment.

Experience in the microcomputer industry. Technical training in the company or other manufacturers' product lines.

What we offer:

DXC provide a comprehensive Flex benefits scheme including Security clearance retention payment Pension, Life Insurance, Health insurance, travel insurance, store vouchers/discounts, 25 days holiday and options to increase holiday and select benefits appropriate to you.