Job Details
Location: Horsham, West Sussex
Salary: Depending on experience
Hours: Monday to Friday, Shift pattern 8:30 am - 5:30 pm
Holiday: 25 days + Bank holidays
EU work permit required: No
Posted: 20.05.2026
Job reference: e826517a90a97f939f59ba4eb4108616
Employer
Company: Bitrecruit
Client / Employer: Occupop
Responsibilities
* Work with the Technical Team acting as a single point of contact for IT issues, changes and queries.
* Deliver training sessions, and programmes (typically one to one) to end users.
* Receiving, logging and managing calls from customers via telephone, online portal, email and instant messaging.
* 1st line end user support - troubleshooting of IT related problems.
* Troubleshoot networking and infrastructure issues and escalating when appropriate.
* If appropriate escalated unresolved calls to other members of the Client Experience Team or third parties.
* Log all calls in the Service Desk Call Logging system.
* Monitoring of customers systems using remote monitoring and management tools.
* Performing daily checks of systems and services and reporting on the condition of these.
* Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely, courteous and professional manner.
* Maintain a high standard of customer service for all support queries.
* Publishing support documentation to assist other members of the Technical or Client Experience Team or customers with requests for information & provide training if required.
* Liaise and work with external technical support teams where appropriate.
* Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts.
* Raise deficiencies in process and procedure with the Technical Team Lead or Client Experience Manager as soon practicably possible.
Qualifications
* Consistent quality focus and resolution discipline.
* Experience stabilising customer faults, escalations, and conflict.
* Clear technical communication with customers and partners.
* Strong documentation accuracy and process adherence.
* Structured workload management in high-volume environments.
* Professional, presentable, approachable and courteous.
* Excellent telephone manner.
* Attention to detail and ability to listen and learn.
* Tenacious and willing to go the extra mile.
* Ability to develop technical and client experience skills in line with the services offered by the business.
Benefits
* 50% off our Broadband & Utility packages, completely free after two years.
* 33 days holiday allowance including bank holidays.
* 5 additional days leave granted based upon length of service.
Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer.
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