Customer Support Agent

Executive Mandate Specification

Customer Support Agent

Reporting To: Technical Support Manager

Location: Beckenham, South-East London

Introduction

Glemnet is an established Cloud, Cyber Security, IT and communications B2B reseller in the UK. We have been trading for 21 years & deliver technology solutions to business and the Public Sector.

Position Overview

Working as a Customer Support Agent you will be responsible for logging support tickets and dealing with general queries for all levels of users. Most communication is via email with occasional direct calls into the Customer Support Desk.

Key Role & Responsibilities:

• Provide friendly and efficient 1st Line support to clients.
• Log all incoming support requests and decide how to manage them including escalation to 2nd line team.
• Obtaining a precise description of a problem and run through 1st line checks.
• Offer advice and guidance to clients, where possible.
• Take responsibility for the ticket and ensuring it is concluded within the SLA.
• Liaise with the client, informing them of progress and/ or requesting further information as necessary
• Maintain accurate records of all calls, emails and discussions.

Skills Required

• Professional written and verbal interpersonal skills are essential.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Ability to prioritise inbound support issues and manage several tickets efficiently.
• Knowledge of common business services and applications such as Microsoft 365
• Driven and motivated attitude
• Attention to detail
• Good computer and keyboard skills

Desirable

• IT experience on a support desk

Salary Depending on experience

Job Type: Full-time

Salary: £19,000.00-£24,000.00 per year

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Beckenham BR3 4LZ

Reference ID: SDE

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship