The role
As a Support Agent you’ll have a role that is out of the ordinary, providing a high quality, responsive and professional contact service for QinetiQ's internal and external global customers. You'll be responsible for identifying problems and providing deliverables from IT Password resets through to HR queries and Facilities issues providing first contact to multi-functioning support and escalating where appropriate.
Day-to-day, you’ll:
1. Support the delivery of a high standard of customer service communicating with tact and diplomacy at all times, taking accurate enquiry details, resolving IT issues and ES enquiries at first line and/or passing them on to the appropriate person in a timely manner
2. Deliver predefined reactive first line fixes to consumer telephone enquiries as and when required
3. Resolve standard queries and escalate more complex issues through the tiered support model
4. Provide accurate information to customers and actively promote the range of services and access channel options available to customers
5. Provide multi-function support to the business in the execution of customer enquiries via the phone and self-service portal.
6. Handle all documentation and information in accordance with the Data Protection Act.
This role is full-time, 37-hours per week, and based fully on site at MOD Boscombe Down near Salisbury.
Essential experience of the Customer Support Agent
7. Effective communications skills, both written and verbal
8. Good understanding of how IT Systems work
9. Customer Service experience with strong administration skills
10. Proficient in Microsoft Office applications
11. Proven problem solving abilities
12. Enthusiasm combined with strong judgement.
13. Proactive and driven, with a willingness to learn.
Qualifications for Customer Support Agent
14. Must hold or be willing to undertake the “Data protection for High risk Roles” qualification.
We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and willingness to learn then we would like to hear from you.
Our Benefits
15. Generous holiday allowance
16. Health Cash Plan, Private Medical Insurance and Dental Insurance
17. Matched contribution pension scheme, with life assurance
18. Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more.
19. Holiday Trading is a benefit that allows most employees to buy up to 5 days’ additional leave.
20. We are proud to support the Armed Forces community by honouring the Armed Forces Covenant.
21. Payroll Giving and Volunteering - helping charities and local community.