Technical Support Agent (Level 1 Service Desk) (English UK)
Is this the job for you?
Sykes Global Services is currently looking to recruit Technical Support Agents!
Our client is a software company who has developed a new cloud-based infrastructure in order to deliver a more robust and reliable banking service to the world’s leading banks.
About the job…
Join us and you will be part of a team supporting a digital banking platform at the forefront of innovation, transforming banking and the wider FinTech sector.
Working from our offices in Edinburgh, you will support innovators and leaders in banking and financial services, big-technology and consumer-focused industries – proven practitioners who understand how to meet the evolving needs of businesses and consumers.
What unifies our business is an ambition to transform banking.
What You’ll Do
- Provide outstanding technical assistance to our clients through live troubleshooting and problem isolation.
- Providing clear and excellent customer care to our clients, ensuring a high customer satisfaction through our internal ticket system, chat, calls and email.
- Pro-actively take ownership of open issues and interact successfully with management and the engineering team.
- Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure.
- Follow-up with the client until the issue is resolved.
- Identify, analyse and solve product related queries and issues.
- Demonstrating an ability to troubleshoot, analyse and identify solutions using existing guidelines and tools.
- Utilising internal tools and systems.
- Working as part of a team.
- Constantly learn, expand and share your knowledge.
Skills You’ll Need…
- Fluent level of English
- College/University degree in Computer Science or similar- software development, coding or programing
- At least 6 months previous experience in working in customer service or related areas-contact center, hospitality, retail
- Must love working with technology and want to learn new aspects of it
- Strong communication skills
- Strong sense of ownership and drive to go the extra mile to solve an issue
- Experience using IT support tooling and runbooks
- Ability to troubleshoot problems, research and find answers to client questions
- Ability to work under pressure
- Industry recognised technical certifications such as AWS, N+, A+
- ITIL certification
- Experience providing support for cloud-based technologies
- Interest in troubleshooting large-scale distributed systems
Working Hours
- You would work 40 hours over 5 days a week
- Night shift position - working 5 days out of 7, on a rotation to cover Monday-Sunday. The Night shift hours are 22:30-07:00 (this could change in the future).
**ALL CANDIDATES ARE SUBJECT TO CREDIT CHECK and BACKGROUND CHECKS**