1st Line Helpdesk Support

Our client, an industry-leading fleet management solutions company in Reading, are hiring for a 1st Line Helpdesk Agent to join their team.

You will be providing frontline customer & engineering support in a fast paced, growing GPS fleet services business.

Responsibilities

• Handle incoming calls from customers and engineers, raising and investigating cases in Salesforce.com and responding to customers as necessary.
• Technical Troubleshooting.
• Handle emails from customers, colleagues and 3rd party engineering providers.
• Responding to voice messages left during busy times.
• Identify customer concerns and issues, taking the necessary action to resolve the issue, ideally and where possible, within the duration of the call.
• Liaising with internal support teams including Development, Finance or Sales to resolve/escalate issues.
• Liaising with engineering sub-contractors to schedule service calls.
• Follow up internal and external parties to ensure customer issues are addressed in a timely manner.
• Make follow up calls to ensure the customer is satisfied with the resolution of their issue/query.
• Ensure engineering issues are identified and escalated in accordance with company handling policy and guidelines.

Requirements

• Previous customer support/1st Line Helpdesk, preferably in a call centre environment.
• Strong listening and negotiating skills.
• Pleasant and personable approach addressing customers and co-workers.
• Ability to prioritise tasks and work on their own initiative.
• Articulate and a good oral communicator.
• Able to show empathy and understanding, recognising the needs of the customer while protecting the revenue stream and minimising the financial losses to the business.
• Can work under pressure of meeting tight delivery deadlines.

Our client offers an excellent benefits and incentives, career progression opportunities and an exciting, vibrant environment.

This is a full-time position working Monday-Friday on a shift pattern basis. Typical hours include - first shift (8am-4pm), middle shift (9am-5pm) and late shift (10am-6pm).

Please apply online to be considered.