Service Support Agent – Level 1

Department: Service Desk

Reporting to: Service Desk Team Leader

Role Purpose

The role is to exceed customer expectations in the provision of service support to our customers.  You will work with the team to meet Support Desk SLA’s through effective communication, the management of your daily workload and utilising best practice processes.  The success of the position will be measured by customer satisfaction, overall team performance and your ability to achieve your individual objectives.

Role Dimensions

Financial

No budgetary control

Process Management

Adhere to ISO9001 / 27001 processes as required

Adhere to operational working practices as instructed

Technical

Understand core service offerings including all level 1 technical competencies

Working Relationships

Internal: Technical, Provisioning, Sales, Accounts and Management

External: Current and prospective customers, 3^rd party support desks  

Primary Accountabilities

1. Maintaining customer service and exceeding customer expectations by resolving customer enquiries within agreed SLA’s
2. Ensure compliance of ISO processes and best practice in order to deliver consistent service and suggest improvements where required
3. To answer customer calls in a polite and respectful manner and wherever possible provide a resolution to the issue within 1 hour
4. To correctly resolve customer enquiries through problem analysis and the use of tools that have been made available to you
5. Escalate calls in a timely manner to a senior member of the team when you identify that the call is beyond your level of capability
6. To log all calls with the required level of information in the Cobweb case logging system
7. To identify opportunities to cross sell and up sell and ensure that these opportunities are documented and passed to the Sales Team
8. Maintain data accuracy and update various systems when out of date data is identified
9. To encourage customer feedback through the completion of Customer Satisfaction Surveys
10. To focus on excellent customer service and be pro-active by following process and guidelines for the customer retention program

Qualifications, Experience, Knowledge & Skills

Essential

1. Experience of working within a Customer Service Environment
2. A high level of computer literacy
3. Be able to acquire new knowledge and skills quickly and apply to business situations
4. Levels of numeracy and literacy
5. Knowledge of Microsoft based solutions and the Internet
6. Excellent communication skills

Desirable

1. Basic understanding of the technologies in the competency matrix
2. Self motivated and ability to prioritise and manage your own workload
3. Ability to manage difficult customers
4. Previous experience of working in a telephone based environment