Attention, self-motivated Customer Systems Support! We have an exciting opportunity in our Operations team and we want to hear from YOU. If you have an interest in working in this environment and would like to build on your IT skills and knowledge, keep reading to find out what we're looking for and how you could fit into our team here at iFacility.
Who are we?
We manage security for some of the world's biggest brands (Burger King, BK, Greggs, The Gym Group, Thatchers, Warne Hotels). Our tech keeps people and property safe up and down the country, doing things like helping businesses tackle the scourge of shoplifting and making sure food production lines are getting it right. We're growing fast, so if you're self-motivated and care about providing the highest level of customer service, this is an exciting time to come on board.
What you'd be doing in this role
Handling calls, emails, and support cases for customers and keeping them updated on progress of issues and queries
Managing and maintaining installations and support for a portfolio of customers. Handling technical issues for CCTV recording and monitoring
Working with remote engineers to ensure all areas of CCTV, intruder alarm, and access control are configured to high standards
Provide remote reactive and preventative maintenance of your customers systems
Resolve issues remotely or set up cases for field engineers to attend
Support field engineers on site to lead successful resolutions of faults
Update customer support cases and process through to invoicing
Attend inhouse or external training activities, which may include certification or Health & Safety training as required
Contribute to the development of colleagues, systems, processes, procedures
Good communication skills and ability to collaborate with team members and escalate issues where necessary
Respond to customers needs via the telephone, emails and other systems, experience of diary management
Any other tasks required to fulfil the role of an IT Helpdesk Technician
At a glance: the qualifications we'll be looking for
IT Literate, use of Microsoft packages
Experience of responding to technical issues
Experience of working in a call centre environment or remotely
Experience with remote support software
Willingness to learn inhouse and customers IT Systems
Desktop PC troubleshooting experience
Proven excellence in customer service
Ability to build trust with new/existing customers
Adhere to Company policies and procedures
Able to follow instructions on Company processes and products
Willing to learn about IT and security products
Ability to use your own initiative and problem solve
Experience of working in a fast-paced environment
What you'll be like as a person
Positive, can-do attitude - self-motivated and able to respond to our customers quickly and professionally
Great communication skills - able to build strong working relationships and rapport with our customers and other members of your team
Great problem-solving skills - using your initiative to find suitable solutions or quickly report issues which need escalating
Honest, reliable, trustworthy, friendly and a good time-keeper
Willing to learn and take on responsibility for your own personal development
Have a passion for providing the highest levels of customer service
Motivated to learn new skills and knowledge in your role and beyond
The benefits you'll enjoy
A competitive salary, plus paid overtime
Generous annual leave, plus bank holidays
Comprehensive training package
Career development support
Great working environment
Free parking
Employee referral bonus
Wellness programmes
Free tea, coffee and squash
Employee Assistance Programme
A few things to note
We're an Equal Opportunities Employer and abide by the Equalities Act 2010. As a security company, it's really important that we carry out background checks before you come and work with us. If your job application is successful, we'll carry out a basic DBS, 5-year employment reference history, credit search, social media check, ID Verification, Right to Work check and 5-year address verification.
Find out more and apply today!
To learn more about us and what we do, visit our website at www.ifacility.co.uk.
If this sounds like it could be the role for you, please send your CV to careers@ifacility.co.uk - we're looking forward to hearing from you!
Job Type: Full-time
Pay: 25,000.00 per year
Benefits:
Free parking
Health & wellbeing programme
On-site parking
Schedule:
12 hour shift
Day shift
Holidays
Overtime
Weekend availability
Work Location: In person