1st Line Service Desk Agent

About us...

We are passionate about delivering the latest software and tech to our growing customer base across the UK, Australia & the US. With our Insight Driven and Frictionless Commerce cloud-based applications serving an incredibly diverse range of Retailers, we have become one of the UK’s best innovators, winning numerous awards (including the IT Europa SaaS Awards & UK Cloud Awards) along the way.

With our 24 years of experience providing a one stop shop including software, hardware, payments, services and telecoms to over 10,000 retail locations we recognize the power of living and breathing our values by being passionate, agile, supportive and professional at every turn. Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed. Get ahead and join a team who have your back and drive you forward, every day.

This role involves a 6-week intensive training program followed by a further 4 to 6 weeks assisted working plan, which requires on site working in our Knowsley based office. Once completed to satisfactory level hybrid work is allowed with a requirement to work in the office at least one day per week.

Title: 1st Line Service / Help Desk Agent

Department: Service Desk

Reporting to: Service Desk Manager

The Role

Our customers and their consumers deserve the best experience. Cybertill operates a customer centric product and services model which needs people to go above and beyond when responding to our customer’s needs when using our product.

We are looking for an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers and join our team in Liverpool.

What you will do...

• Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.

• Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.

• Always use our knowledge base for a first-time fix for our customers.

• Ensure tickets being passed to second line have sufficient detail.

• Think and operate pro-actively and highlight patterns to avoid reoccurring issues.

• Doing investigative work with customer’s accounts to find the best solution for all parties.

• Learn aspects of the company product and hardware.

• Have eagerness learn new IT and customer service skills/techniques.

• Utilising several in-house and external systems.

What you will need...

• Excellent customer service skills and customer empathy.

• Strong ability to fault find issues using problem solving skills.

• Great interpersonal and relationship management skills.

• Possess outstanding communication skills, with the ability to build instant customer rapport.

• Have confidence when being confronted with new systems (we use lots).

• Work closely with other departments to drive continuous improvements.

• Good general IT software and hardware skills to enable both hardware and software support.

• Flexibility on working hours our Service Desk covers 7 days a week supporting our customers. Shift patterns are 5 days out 7 covering hours from 08:00 to 20:00.

What other skills we need...

It is not just about what you know, it is just as important to us about how you do it.

You will be:

• Empathetic

• Self-Aware

• Results focused.

• Team focused.

• Service orientated.

• Innovative & Passionate

• An excellent communicator (Happy to present to internal teams and customers

frequently)

• Focused on the importance of a good user experience, and a customer obsessed ethos.

Please Note: full training will be given in all technical areas of the role so if you have a great work ethic, are keen to learn and progress, then please apply for this fantastic role.

Your Qualifications...

Any Customer Service or IT qualification would be beneficial.

Who you will work with...

The job role reports to the Service Desk Team Leader. The role is very likely to require liaising with all internal departments within the business and so the ability to own issues and build internal relationships is vital.

Although our Head Office is in Liverpool, we care about how the job is done, not necessarily where it is done! We are happy to explore all flexible and remote working practices that suit us both, but we still love seeing our customers face to face so travel will be required from time to time.

What you will get....

• Competitive Salary

• Flexible Working Hours

• Time for Innovation & Learning.

• Great supportive working environment,

• Other optional benefits to choose from

Our supportive environment ensures that your hard work will be both recognized and celebrated. We have a Teams channel for shoutouts, Weekly Town Halls to communicate our challenges and successes, rewards for Innovation and living our values, and a much-acclaimed Annual BBQ catered for by the Directors (well it can’t all be good)!