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IT Support Specialist / Customer Support Representative
| Posting date: | 11 March 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 10 April 2025 |
| Location: | Coventry |
| Remote working: | On-site only |
| Company: | Vestir Sourcing Ltd |
| Job type: | Permanent |
| Job reference: | VSL20250311 |
Summary
Job Description:
We are looking for an IT Support Specialist to provide exceptional customer service and resolve technical issues for both internal and external users. This role involves managing service requests, troubleshooting issues, and ensuring timely resolution through multiple communication channels.
Key Responsibilities:
Raise and manage tickets in ServiceNow for incidents and requests via phone, email, or webchat.
Escalate tickets to the appropriate team (2nd Line) when needed and document ticket outcomes for hardware/software installations.
Remotely troubleshoot user issues and provide 1st Line Support, resolving 90% of technical issues daily.
Build strong customer relationships and provide proactive outreach for a positive experience.
Assist with compliance queries, process orders, and maintain SLAs with 99% accuracy.
Train employees on new systems and processes.
Handle customer complaints, collect feedback, and suggest improvements.
Monitor accounts for fraud, apply merchant blocks, and analyze payment issues.
Qualifications:
Strong communication skills, with the ability to troubleshoot and resolve technical issues.
Experience with ServiceNow or similar ticketing systems.
Knowledge of hardware/software troubleshooting and remote support.
Problem-solving skills and attention to detail.
Customer-focused mindset with a passion for delivering excellent service.
Preferred: Experience in IT support, fraud management, or payment analysis.
We are looking for an IT Support Specialist to provide exceptional customer service and resolve technical issues for both internal and external users. This role involves managing service requests, troubleshooting issues, and ensuring timely resolution through multiple communication channels.
Key Responsibilities:
Raise and manage tickets in ServiceNow for incidents and requests via phone, email, or webchat.
Escalate tickets to the appropriate team (2nd Line) when needed and document ticket outcomes for hardware/software installations.
Remotely troubleshoot user issues and provide 1st Line Support, resolving 90% of technical issues daily.
Build strong customer relationships and provide proactive outreach for a positive experience.
Assist with compliance queries, process orders, and maintain SLAs with 99% accuracy.
Train employees on new systems and processes.
Handle customer complaints, collect feedback, and suggest improvements.
Monitor accounts for fraud, apply merchant blocks, and analyze payment issues.
Qualifications:
Strong communication skills, with the ability to troubleshoot and resolve technical issues.
Experience with ServiceNow or similar ticketing systems.
Knowledge of hardware/software troubleshooting and remote support.
Problem-solving skills and attention to detail.
Customer-focused mindset with a passion for delivering excellent service.
Preferred: Experience in IT support, fraud management, or payment analysis.