Customer Engagement Junior Executive (1st Line Support)

at  Inspiretec

Customer Engagement Junior Executive (1st Line Support)
Hybrid Working Options Available
We are looking for an enthusiastic and experienced Customer Engagement Junior Executive (1st Line Support) to join us at Inspiretec. This role will be required to provide support within the CX – Customer Experience department, where they will provide first line technical support to our customers. This is a busy role and we are looking for someone, with a good level of IT experience, who can learn how to independently support our customers with a variety of technical issues to be able to manage a portfolio of customers and effectively manage those customer relationships and attend and drive customer review meetings.
We are happy to receive applications from people who wish to work a hybrid working pattern.

WHO WE ARE:

With twenty-five years’ industry experience, we are proven allies to some of the most recognised and well-known brands in the global travel sector. Our customers trust us to drive their growth and profitability, by investing in our industry expertise and technology systems.
We are proud to say that we are ISO 9001 accredited and have achieved ‘Investors in People’ status.

The role:

• To provide 1st line technical support; answering support queries via phone, email and our support desk software.
• To take ownership of user technical problems and be proactive when dealing with user issues.
• To log all calls on our support desk software.
• To effectively investigate problems in systems and services.
• To maintain a high degree of customer service for all support queries and adhere to good service management principles.
• To allocate more complex calls to relevant support personnel and pro-actively follows up status of open calls.
• To attend customer conference calls when required.
• To liaise with 3rd party support where problems cannot be resolved in house.

About You:

• Experience within a similar role or via studies.
• An understanding of the software development life cycle.
• Experience of using a ticketing system, such as JIRA.
• Excellent communications skills, written and verbal.
• Experienced in problem solving.
• The ability to lead/drive customer review meetings.
• Experience of using call logging software.
• A willingness to learn about new technologies essential.
• Previous Helpdesk experience (desirable but not essential)
• Ability to work to tight deadlines when required.

Package and benefits:

• A competitive salary, based on experience.
• Flexible hours of work.
• Up to 30 days (+ bank holidays) + ability to buy and sell holiday days.
• Paid Sabbaticals.
• Annual Profit Share.
• Wellbeing Programme.
• Company Pension.

INSPIRETEC ARE COMMITTED TO EQUALITY, DIVERSITY AND INCLUSION, THROUGHOUT THE EMPLOYMENT LIFECYCLE. WITH THAT IN MIND, PLEASE FEEL FREE TO LET US KNOW IF YOU REQUIRE ANY REASONABLE ADJUSTMENTS TO BE MADE DURING ANY PART OF THE RECRUITMENT PROCESS.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Inspiretec LTD.
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• To provide 1st line technical support; answering support queries via phone, email and our support desk software.
• To take ownership of user technical problems and be proactive when dealing with user issues.
• To log all calls on our support desk software.
• To effectively investigate problems in systems and services.
• To maintain a high degree of customer service for all support queries and adhere to good service management principles.
• To allocate more complex calls to relevant support personnel and pro-actively follows up status of open calls.
• To attend customer conference calls when required.
• To liaise with 3rd party support where problems cannot be resolved in house