Support Job Vacancies

View our current vacancies for Support positions below.

Job Title: Customer Service Desk/ Receptionist

Responsible to: Operations Manager

Responsible for: Zendesk ticketing system, Customer Service, Daily reports

Duties:

  • To be initial contact for all non-sales telephone enquiries, taking detailed messages and passing through to appropriate person in a timely manner.
  • To take all customer fault reports and log on to the Zendesk ticketing system, noting priority calls to Operations Manager as appropriate.
  • To ensure all tickets have the appropriate details recorded on them (i.e. company name, nature of fault, reporters name and contact number and correct SLA), obtaining the missing information where required.
  • To monitor hourly all open tickets within Zendesk, locating priority tickets, tickets approaching their SLA (Service Level Agreement) contracted response time and problem tickets, to the appropriate engineer and escalating to Operations Manager when needed.
  • To speak to engineer staff for updates on service issues as required.
  • To run reports from Zendesk for Operations Manager daily and as and when requested.
  • To call customers with open tickets, each day with a progress report.
  • To provide a weekly update of problem tickets to Operations Manager.
  • To take all customer service related enquiries, prioritising requests, allocating queries to relevant departments, logging tasks and ensuring responses are collated and provided back to the customer within timescales.
  • To elevate to Operations Manager any service issue that is in delay, and ensure customer is called at regular intervals to update them on progress.

Skills:

You will be enthusiastic and have at least 3 years’ experience of working in a Customer Service role.  You will have a professional appropriate telephone manner, and can effectively communicate with a wide variety of people.  You will have experience of working under pressure, and as part of a team in a busy growing office.  You can work under your own initiative, and can work to deadlines.  You have experience of dealing with customers at all levels and are confident dealing with complaint calls, and helping to resolve customer issues as appropriate.

You will have good experience of working with Microsoft Office packages including; Outlook, Word and Excel.  You will have good business letter writing skills, and can compose and send professional emails to customers and other organisations.  To be able to work with spreadsheets and compile data and present in suitable format for review.

If you believe you fulfil the above criteria and would like to become an integral part of a progressive and vibrant company, please forward your CV to enquiries@cloudsource.co.uk.