Trainee Remote Support Engineer

Job Summary

Customer service is of main importance when it comes to our client. Your day-to-day role will be taking incoming service requests from client’s while providing excellent customer service. You’ll be using your technology skills to diagnose and resolve issues and maintain a healthy technology and security standard across clients’ technology stack.

This is a fast-paced environment and requires a high level of attention to detail and accuracy. This is an entry level role that requires no experience or qualification, as training and development will be provided upon employment.

This is a Monday to Friday 0900 – 1700 office-based role. Additional hours will be expected once you pass your probationary period and will be paid at time and a half rate or time in lieu. All additional shifts are on a rota basis.

Responsibilities and expectations of the role

• Be accountable for your performance.
• Excellent verbal and written communication skills, as you’ll be documenting your work within the PSA (Professional Services Automation) system on every customer request.
• Multi-tasking is key.
• The ability to deal with a healthy balance of pressure. Due to the nature of the fast-paced requests coming in, your ticket queue, phone calls, emails and being attentive to any alerts – this will suit someone who can keep ‘calm’ and ‘positive’.
• Become a ‘Product Champion’ of a particular tool - this means you will have the best understanding of the product and keep up to date on future developments of that product.
• ‘Board leading’ –overseeing the customer service requests as they come in – distributing them to the best-suited and available engineers on the team.
• Carefully handle your own workload while still having the available time and resource to consistently check the queue for any new requests.
• Full training and support will be provided.

Skill required for the role

• Passion for technology

• A positive attitude
• Driven to continue to learn and adapt to the forever changing landscape of technology and security.
• Excellent verbal and written communication skills
• High attention to detail
• Fast, accurate and aware

Key Performance Indicators (KPIs) measured

• Customer satisfaction (CSAT) score.

• Customer satisfaction response rate. There is a policy that you need to engage with the customer and ask for them to complete the feedback around their experience.
• Technology accreditation passes. There is an expectation of a minimum of 2 accreditations to be gained every year. Full training costs will be covered.
• SLA adherence.
• First touch fix percentage (how many tickets you are closing at the first attempt).
• Average time to resolution.
• Ticket closure rate.
• Utilisation percentage.

Benefits

• Company paid quarterly events.
• Cycle to work scheme.
• Onsite gym.
• Profit-sharing.
• Paid training.

* After successfully completing the standard 6-month probationary period.

** Performance bonus and EO profit share is enabled after successfully completing the standard 6-month probationary period. Performance bonus is paid out quarterly, with the EO profit share being paid out annually.

Only suitable candidates will be directly contacted about this position, and we will not store or process the data of candidates in any way unless consent has been obtained.