Service Support Agent

KeyPurposeofRole:

The Jigsaw24Service Support Agentis the primary point of contact for Jigsaw24'sStarters and Leavers, Hardware Break Fix andGrading Servicescustomers.

Reporting to theService Support Manager, the Service Support Agent willsupport our customers with support on their Apple, Android and Windows devices. This willincludeutilisingloan stock, booking courier shipments and ordering new stock from our warehouse.

As aServiceSupportAgent,you areexpected to providean excellentlevelof customer servicethrough Phoneand E-mail forcontracted Service Level Agreement (SLA)alongside providing support for key B2B customers, both new customers onboarding and existing customers.

TheService Support Agent Roleis an ideal starting point for your career in IT services, enabling you to learn Jigsaw24's services and the technical skills that are needed to support them.

KeyDutiesandResponsibilities:

• Managing Incidents and Requests (Cases) in line with Jigsaw24's Case Management Process and ITIL best practices.
• EnsuringIncidents and Requests are responded to within the customers Service Level Agreement (SLA).
• Provide an effective, professional response toIncidentsandRequests in line with Jigsaw24's KeepingtheCustomer Informed Process.Ensuringa seamless level of customer service and supportisofferedthroughoutthe customerssupported hours.
• Settingand managingexpectationstoendusers ontimescalesfornext stepson incidents and requests to progress them toresolution.
• Be familiar withfollowingprocesses, reviewingknowledgearticlesandonlinesupportmaterial.
• Provide basic troubleshooting to end users to determine the nature ofafaulton an Apple or Windows Device.
• Createand overseeconsignments with our designated couriersthroughour internal systemsand providing support and escalations when needed.
• Collaborate and communicate effectively with internal departments to ensure smooth operations and timely completion ofIncidents and Requests.

SkillsAndQualities:

• CustomerServiceSkills:Empathise with users, display active listening skills, polite telephone manner.
• Goodwritten&verbalcommunicationskills.
• Excellent planning, organisational, and time management skills.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• Minimum 1 year in a customer service role.

Mandatory RequirementsofThe Job Holder:

• Work well under pressure, have excellent time management skills and the ability tomultitask.
• Gooddiagnostic approach, demonstrating attention to detail andeffective fault-finding.
• Maintain professional standards of quality of work, personal presentation, and personal conduct,always projecting a professional image.
• Punctual, tenacious. Demonstrate perseverance and use of initiativewhen either working alone or as part of team.

Who are Jigsaw24

We put people first in a culture that's reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.

We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here

Benefits at Jigsaw24

You will receive a wide range of benefits working at Jigsaw24 including:

• 26days holiday
• Health cover including access to GP anytime, annual reimbursements for optical and dental to name a few as well as counselling and wellbeing services
• Cycle2work
• Travel to work loan
• Free on-site parking
• Staff purchase scheme on fantastic Apple products and more
• Unlimited bistro coffee and tea facilities
• Enhanced family-friendly policies
• Pension scheme
• Electric Vehicle scheme
• Life cover

We are always on the lookout for hungry people who want to realise their potential. It's not just about filling existing vacancies - it's about what you can achieve. As a business, we never stand still. In fact, we encourage our peopleto follow their own path and help us improve how we all work.To find out more please visit our "about us" section on our website by clicking here

From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we're determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.