Jigsaw24
Service Support Agent
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Key Purpose of Role
The Jigsaw24 Service Support Agent is the primary point of contact for Jigsaw24’s Starters and Leavers, Hardware Break Fix and Grading Services customers.
Reporting to the Service Support Manager, the Service Support Agent will support our customers with support on their Apple, Android and Windows devices. This will include utilising loan stock, booking courier shipments and ordering new stock from our warehouse.
As a Service Support Agent, you are expected to provide an excellent level of customer service through Phone and E-mail for contracted Service Level Agreement (SLA) alongside providing support for key B2B customers, both new customers onboarding and existing customers.
The Service Support Agent Role is an ideal starting point for your career in IT services, enabling you to learn Jigsaw24’s services and the technical skills that are needed to support them.
Key Duties and Responsibilities
- Managing Incidents and Requests (Cases) in line with Jigsaw24’s Case Management Process and ITIL best practices.
- Ensuring Incidents and Requests are responded to within the customers Service Level Agreement (SLA).
- Provide an effective, professional response to Incidents and Requests in line with Jigsaw24’s Keeping the Customer Informed Process. Ensuring a seamless level of customer service and support is offered throughout the customers supported hours.
- Setting and managing expectations to end users on timescales for next steps on incidents and requests to progress them to resolution.
- Be familiar with following processes, reviewing knowledge articles and online support material.
- Provide basic troubleshooting to end users to determine the nature of a fault on an Apple or Windows Device.
- Create and oversee consignments with our designated couriers through our internal systems and providing support and escalations when needed.
- Collaborate and communicate effectively with internal departments to ensure smooth operations and timely completion of Incidents and Requests.
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Skills And Qualities
- Customer Service Skills: Empathise with users, display active listening skills, polite telephone manner.
- Good written & verbal communication skills.
- Excellent planning, organisational, and time management skills.
- Competency in Microsoft applications including Word, Excel, and Outlook.
- Minimum 1 year in a customer service role.
Mandatory Requirements of The Job Holder
- Work well under pressure, have excellent time management skills and the ability to multitask.
- Good diagnostic approach, demonstrating attention to detail and effective fault-finding.
- Maintain professional standards of quality of work, personal presentation, and personal conduct, always projecting a professional image.
- Punctual, tenacious. Demonstrate perseverance and use of initiative when either working alone or as part of team.
Who Are Jigsaw24
We put people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.
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We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here.
Benefits At Jigsaw24
You will receive a wide range of benefits working at Jigsaw24 including:
- 26 days holiday
- Health cover including access to GP anytime, annual reimbursements for optical and dental to name a few as well as counselling and wellbeing services
- Cycle2work
- Travel to work loan
- Free on-site parking
- Staff purchase scheme on fantastic Apple products and more
- Unlimited bistro coffee and tea facilities
- Enhanced family-friendly policies
- Pension scheme
- Electric Vehicle scheme
- Life cover
We are always on the lookout for hungry people who want to realise their potential. It’s not just about filling existing vacancies - it’s about what you can achieve. As a business, we never stand still. In fact, we encourage our people to follow their own path and help us improve how we all work. To find out more please visit our “about us” section on our website by clicking here.
From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we’re determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.
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