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24/7 Helpdesk Agent (1st Line), Kent- Leading Fintech

Premium Job From Michael Page
Recruiter: Michael Page
Listed on: 1st December 2021
Location: Kent
Type: Permanent

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We are working with a global fintech within payment services who are expanding rapidly and looking for a 1st line support engineer to join the team. In this role, you will be providing front line telephone product/solution and general customer support directly to clients, resolving customer queries and promoting excellent customer service both internally and externally. You will report to the Customer Support Team Leader on the Merchant Help desk.

Client Details

The Customer Support team consists of a bustling merchant help desk providing the link between their client base and other internal teams and is the first point of contact for their customers. This will also be based on a shift rota which is as follows:

In this role, you will operate on a 45 hour per week contract. The shifts will be solely overnight on a rotational basis from 20:00 - 08:00.

The shifts patterns will be 20:00 - 04:00, 00:00 - 08:00. These may be subject to change.

Description

24/7 Helpdesk Agent (1st Line), Kent will be responsible for:

  • You will be the first point of contact for all customers for product/solution support
  • You will use a support database to log up cases and queries
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • You will resolve customer queries on products/solutions whenever possible and refer to other teams as required
  • You will have the ability to work logically, being accurate and thorough, whilst paying attention to detail
  • You will be able to multi-task, particularly under pressure and to deadlines, and within SLA

Profile

24/7 Helpdesk Agent (1st Line), Kent will ideally have:

  • GCSE level qualification passes to include English and Mathematics or equivalent
  • Proficiency in MS Word and MS Excel
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues (Desirable)
  • Knowledge of the card payment industry and service provision (Desirable)
  • Experience of dealing with all levels of personnel internal and external (Desirable)

Job Offer

24/7 Helpdesk Agent (1st Line), Kent will receive:

  • Heath insurance
  • Income protection
  • Life Insurance
  • Cycle to work scheme
  • Pension contribution