Customer Service Representative

Customer Service Representative

Monkton Business Park, Hebburn, Tyne and Wear

Competitive and negotiable based on experience

Before you read on, take note:

At ITC Service we aim to recruit highly motivated, driven, client-focused individuals who want to continue training, learning and developing in an ever-changing IT environment.

We look for team players who, like the rest of our team, always go the extra mile for our clients.

ITC Service has a reputation for going ‘above and beyond’ and we look for team members with a ‘can do’ attitude. For us attitude and drive are critical.

We promote personal development and training as we are willing to fund further training and qualifications to develop the technical skills of our team members.

We have a fantastic team and we aim to only recruit those who will contribute and embrace the team spirit.

The Role

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Customer Service Representatives play a pivotal part in achieving this. Customer Service Representatives form the first contact point for customers engaging with ITC, whether this is for an issue, query or for a new sale, you will be the first point of contact. As such you must attempt to guide customers throughout their interaction and ensure for a positive and memorable experience. Representatives will be the first point of contact for all clients in relation to IT issues and enquiries from new/existing customers. Representatives will provide exceptional standards of customer service to all customers and ensure that tickets are logged with attention to detail. This will be achieved by acting in both a positive and friendly manner and ensuring to follow script guidance when managing incidents to ensure all information required is collected.

Responsibilities and Tasks

  • Provide an exceptional customer experience
  •  Ensure calls are answered promptly and professionally and that all information is logged within tickets accurately and the information is relevant.
  • Ensure correct priority is assigned providing an accurate reflection of the customer and incident type
  • Providing a first point of contact for customers through our service desk, be that via phone, email or ticket
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with basic remote troubleshooting
  • Ensure procedures are followed to ensure that a high quality of service is provided to internal and external customers
  • Seek to develop a report with all customers
  • Respond to all neutral and negative feedback to gather further information and provide to team leader in order to improve customer experience.

Role Requirements

Desired skills and attributes include:

  • A love of (and ability to) Solve Problems & Challenges
  • Exceptional Communications skills, founded in being a good listener
  • An understanding of support tools, techniques and how technology is used to provide service
  • Basic understanding of operating systems, business applications, printing systems and network systems
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • IT literate – Basic to Medium user level
  • The ability to keep up with & adapt to the fast-paced IT world
  • Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
  • Keep up-to-date with new processes, procedures and development

Desired Experience/ Skills

CCNA or equivalent qualification would be an advantage
VMWare Virtualisation
Strong troubleshooting ability
Experience of Hosted Telephony
Microsoft Certified Qualification
Knowledge of Linux

The Benefits of working with ITC.

  • Outstanding health insurance cover
  • An easy-going environment and culture (We all enjoy what we do)
  • Flexibility to work from home.
  • Dental and optical cover
  • Hybrid and remote working opportunites
  • Employee Assistance Programme
  • Pension scheme
  • Quarterly funded social events
  • Excellent training and development opportunities
  • Casual dress code

Apply using this form

About ITC Service

We are a fantastic team! Ok, we are biased, but really – there’s a fantastic vibe at ITC Service. Our main HQ at Monkton is a great place to work; with funky artwork, lots of space and easily accessible from around the North East.

The company began with two founding directors and now is 30 staff strong. We have an exceptionally high staff retention rate and we are very selective in our recruitment process. We don’t want our clients dealing with a new engineer each time they call; long-term relationships and partnership is key to how we operate.

The team is a mix of administrative staff, 1st, 2nd and 3rd line IT engineers, account managers and not forgetting our fantastic apprentices. Our engineers have their own specialist areas and there is no IT issue that can defeat the team!

We are a sociable team, we get on, we work exceptionally hard and we have fun. We consume a lot of coffee and cake doesn’t last very long at our HQ!

Due to our ongoing growth we occasionally have employment opportunities which are found below.

Our recruitment process involves an initial written application, a first round of interviews with our Service Desk Manager and a Team Leader and a final interview and technical written task with our Directors.

We recognise that career development is important to our staff, we offer staff ongoing training and opportunities for skill development; this is monitored and coordinated through 6 monthly staff appraisals. There is also scope for career progression within the team.

We are extremely proud of our apprenticeship programme. Offering local young people a fantastic kick-start to their career. We have apprenticeship opportunities in IT, marketing and business administration. All of our apprentices have secured full-time employment with us on completion of their training.

Don’t Be A Stranger… reach out to us

Just write down some details and our fantastic team members will be in touch.

Contact Info