Join our team
InVentry Ltd is a fast-growing technology company specialising in the development and provision of touch screen visitor management solutions. We provide end to end installation and support services for our customers. We’re looking for an Engineer to join our team, take a look at the job description below to see if it would be right for you!
Department: 1st Line Technical Support
Reporting to: Support Coordinator
Hours: 40 hours per week
Salary: Competitive
Purpose:The role is designed to take ownership of 1st level technical issues, providing high quality telephone and remote support to customers.
Main Duties
- Answer incoming telephone calls and chats from customers with queries or issues, promptly, professionally and efficiently
- Meet department SLA’s, KPI’s on call \ chat answer times, ticket response times and customer satisfaction
- Ensure all queries or issues are logged onto the support ticketing system (Zendesk)
- Use available predefined templates such as basic diagnostics
- Ticket quality must remain high, making it easy for the customer, and colleagues to understand and follow up
- Provide regular updates to customers regarding their tickets
- Managing assigned tickets effectively and promptly, avoiding breaches and escalations
- Meeting first time fix targets, escalating tickets to 2nd Line technicians for further investigation when required
- Assist with training and talking customers through guides, promoting self-help and the InVentry Support Portal
- Learn and understand all InVentry products we offer \ support
- Follow processes and procedures with pre-established guidelines
- Ensure tickets are resolved within a timely manner
- Contribution to Service Desk knowledge
- With support, drive forward your personal development
Required Skills
This role requires the following:
- Proactive, efficient, and able to work independently
- Strong customer service, communication and listening skills
- Good organisational skills with the ability to multitask
- Confident in dealing and speaking with customers in a polite, courteous and professional manner
- Able to act upon feedback
- Good team working ethic, flexible and punctual
How To Apply
If you have the above skills and are interested in this exciting opportunity, please send your CV to our external recruitment consultant; tammy.applications@afrconsulting.co.uk
What it’s like to work at InVentry…
Take a look at what some of our InVentry employees have to say about working here.
