Glory Global Solutions Helpdesk Agent/call filter in Knutsford, United Kingdom
Helpdesk Agent/call filter
Position:Helpdesk Agent Reports to:Senior Helpdesk AgentBase: UK -Knutsford
As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.
To deliver professional administration and interface between the Service Centre and designated customers through both the effective handling and logging of calls from customers. In addition, this position provides telephone support for customers requiring service and advice, attempting to resolve faults via telephone to reduce the need to send engineers to site where possible.
To receive and record all service requests and escalations from designated customers (by phone, fax and text message, web interface), and transferring to the appropriate Regional Service Controller to ensure that all service level agreements (SLAs) can be met
To identify and retrieve appropriate customer records and log requests for customer service on the computer system including verifying all details and identifying where possible the appropriate symptom code and product guideline for the Regional Service Controllers
To maintain the customer service interface and client relationships by providing professional telephone and email assistance and resolving faults over the telephone
To record any customer complaint which is reported to the job holder and to escalate the situation to the Customer Service Centre Manager
To understand the scheduling process and when required work with the Regional Service Controllers to identify methods of continuously improving the level of customer service
Schedule and control the field engineer resource as required during out of hours service
Undertake any administrative function that may be required by the management to support the effective operation of the Service Centre
Undertake agreed reporting processes, i.e. compilation of daily statistics for specific customers
Maintain appropriate product range knowledge
Provide technical and software assistance on machine problems to all Field Service Engineers
Identifying and making recommendations on issues effecting service performance
Other duties as necessary
Experience and Qualifications
Applicants should have a high level of computer literacy and a good understanding of Windows based applications
5 GCSE’s or equivalent including Maths and English – Grade C and above
Degree educated is desirable
Required Skills and Competencies
Excellent interpersonal and communication skills
Analytical and problem solving skills
Good decision making skills
This position is on a rota and requires Saturday work
Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.
Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.