Position Overview & Specifications

Customer Support Agent

Reporting To: Technical Support Manager

Location: Beckenham, South-East London

Introduction

Glemnet is an established Cloud, Cyber Security, IT and communications B2B reseller in the UK. We have been trading for 21 years & deliver technology solutions to business and the Public Sector.

Position Overview

Working as a Customer Support Agent you will be responsible for logging support tickets and dealing with general queries for all levels of users. Most communication is via email with occasional direct calls into the Customer Support Desk.

Key Role & Responsibilities:

Provide friendly and efficient 1st Line support to clients.
Log all incoming support requests and decide how to manage them including escalation to 2nd line team.
Obtaining a precise description of a problem and run through 1st line checks.
Offer advice and guidance to clients, where possible.
Take responsibility for the ticket and ensuring it is concluded within the SLA.
Liaise with the client, informing them of progress and/ or requesting further information as necessary
Maintain accurate records of all calls, emails and discussions.

Skills Required

Professional written and verbal interpersonal skills are essential.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Ability to prioritise inbound support issues and manage several tickets efficiently.
Knowledge of common business services and applications such as Microsoft 365
Driven and motivated attitude
Attention to detail
Good computer and keyboard skills

Desirable