Attention, self-motivated Customer Systems Support. We have an exciting opportunity in our Operations team and we want to hear from YOU. If you have an interest in working in this environment and would like to build on your IT skills and knowledge, keep reading to find out what we're looking for and how you could fit into our team here at iFacility.
Who are we?
We manage security for some of the world's biggest brands (Burger King, Greggs, The Gym Group, Thatchers). Our tech keeps people and property safe up and down the country, doing things like helping businesses tackle the scourge of shoplifting and making sure food production lines are getting it right. We're growing fast, so if you're self-motivated and care about providing the highest level of customer service, this is an exciting time to come on board.
What you'd be doing in this role
- Handling calls, emails, and support cases for customers and keeping them updated on progress of issues and queries
- Managing and maintaining installations and support for a portfolio of customers. Handling technical issues for CCTV recording and monitoring
- Working with remote engineers to ensure all areas of CCTV, intruder alarm, and access control are configured to high standards
- Provide remote reactive and preventative maintenance of your customers systems
- Resolve issues remotely or set up cases for field engineers to attend
- Support field engineers on site to lead successful resolutions of faults
- Update customer support cases and process through to invoicing
- Attend inhouse or external training activities, which may include certification or Health & Safety training as required
- Contribute to the development of colleagues, systems, processes, procedures
- Good communication skills and ability to collaborate with team members and escalate issues where necessary
- Respond to customers needs via the telephone, emails and other systems, experience of diary management
- Any other tasks required to fulfil the role of an IT Helpdesk Technician
At a glance: the qualifications we'll be looking for
- IT Literate, use of Microsoft packages
- Experience of responding to technical issues
- Experience of working in a call centre environment or remotely
- Experience with remote support software
- Willingness to learn inhouse and customers IT Systems
- Desktop PC troubleshooting experience
- Proven excellence in customer service
- Ability to build trust with new/existing customers
- Adhere to Company policies and procedures
- Able to follow instructions on Company processes and products
- Willing to learn about IT and security products
- Ability to use your own initiative and problem solve
- Experience of working in a fast-paced environment
What you'll be like as a person
- Positive, can-do attitude - self-motivated and able to respond to our customers quickly and professionally
- Great communication skills - able to build strong working relationships and rapport with our customers and other members of your team
- Great problem-solving skills - using your initiative to find suitable solutions or quickly report issues which need escalating
- Honest, reliable, trustworthy, friendly and a good time-keeper
- Willing to learn and take on responsibility for your own personal development
- Have a passion for providing the highest levels of customer service
- Motivated to learn new skills and knowledge in your role and beyond
The benefits you'll enjoy
- A competitive salary, plus paid overtime
- Generous annual leave, plus bank holidays
- Comprehensive training package
- Career development support
- Great working environment
- Free parking
- Employee referral bonus
- Wellness programmes
- Free tea, coffee and squash
- Employee Assistance Programme
A few things to note
We're an Equal Opportunities Employer and abide by the Equalities Act 2010. As a security company, it's really important that we carry out background checks before you come and work with us. If your job application is successful, we'll carry out a basic DBS, 5-year employment reference history, credit search, social media check, ID Verification, Right to Work check and 5-year address verification.
Find out more and apply today.
To learn more about us and what we do, visit our website