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Role: Customer Response Centre Agent
Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: £25,000 - £27,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 9.00 am – 5.30 pm, Monday – Friday
Interview Process: 2-stage process
Why SCC?
* An inclusive workplace
* Excellent package: solid basic and company benefits
* Hybrid working & core hours in line with role requirements
* Career development and life-long learning opportunities
* Opportunity to join Europe's largest privately-owned IT Company
Role Purpose
CRC Agents provide customer service and are responsible for logging internal and external customer reported issues, vetting and assigning incidents and requests, handing IMAC calls and associated movements, resolving field based and managed print incidents, defending SLAs, updating and maintaining an assets database and engaging with a variety of supporting teams including 3 rd parties and vendors.
This is a process driven role requiring a willingness to learn and understand systems and inter-departmental requirements.
Key Responsibilities
* Provide high levels of customer service to customers, both internal and external. This can be provided via email, portal and telephone.
* Engage positively with internal departments, third parties and vendors.
* Defend the Service Level Agreement of incidents and requests, escalating where appropriate.
* Schedule Incidents, requests and IMACs with the end customer.
* Adhere to relevant operational processes, such as chargeables and bespoke customer processes.
* Maintain where applicable, the asset database, including liaising with logistics and the warehousing teams.
* Ensure any relevant issues are updated comprehensibly in the toolset.
* Engagement with ITIL support teams.
* Resolve customer technical issues by providing 1 st and 2 nd line support.
* Remote installation and configuration of client devices and associated software.
Skills And Experience
* Experience of delivering great customer service as well as possessing good written and oral communication skills.
* Possess a basic knowledge of modern IT technologies to include networking, printer support and servers.
* Demonstratable problem-solving skills.
* Knowledge of IT operating systems including managed print, SQL and BASIC scripting.
* Able to manage time and workload effectively.
* Strong attention to detail, and able to adapt to business requirements as needed.
* Understanding of ITIL processes.
* A willingness to learn, develop and grow.
About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC - https://www.scc.com/sustainability-at-scc/
Life at SCC - https://www.linkedin.com/company/scc/life
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
IT Services and IT Consulting
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