Log and manage faults through our Astea Call Management System, making sure information is clear and accurate.
Take ownership of first-line support calls and follow them through to resolution wherever possible.
Troubleshoot problems, asking the right questions to identify potential causes and solutions.
Keep customers updated on progress and make sure queries are managed within agreed SLAs and KPIs.
Recognise when an issue needs additional support and escalate effectively to senior team members or other departments.
Work closely with colleagues across Customer Services, IT and other teams to resolve customer queries.
Make proactive customer calls when required, including updates relating to software releases and installations.
Handle customer concerns professionally, providing a positive experience even when resolving challenging issues.
Follow agreed processes while maintaining accurate, high-quality records.
What You'll Bring
Strong verbal and written communication skills, with the ability to explain technical issues in a clear and straightforward way.
A genuine interest in fault finding, troubleshooting and problem-solving.
Confidence using computers and everyday systems, including Microsoft Office.
Good organisation skills and the ability to take ownership of queries through to resolution.
A positive, professional and solutions-focused approach.
The ability to stay calm and organised when working in a busy, fast-paced environment.
Confidence working independently while knowing when to involve other team members.
Previous experience in customer service, telephone support, helpdesk or call logging would be useful, but an interest in learning and providing great customer service is just as important.
Qualifications
Experience working within SLA/KPI-driven environments or knowledge of the UK gaming industry would be useful but isn’t essential.
How You'll Grow
Build your knowledge of our products, systems and customer support processes.
Develop your technical troubleshooting and fault-finding skills through hands-on experience.
Gain experience working across customer service across a global business building transferable skills for your future develop
Please note, we are unable to sponsor visas at this time. If you require visa sponsorship now or in the future, we will not be able to progress with your application.
This job description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of the role. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
