Service Support Agent

Key Purposeof Role :

The Jigsaw
24

Service Support Agentis the primary point of contact for Jigsaw
24’sStarters and Leavers, Hardware Break Fix and Grading Services customers.

Reporting to the Service Support Manager, the Service Support Agent will support 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 aService Support Agent ,you are expected to providean excellentlevelof customer service through Phoneand E-mail for contracted Service Level Agreement (SLA) alongside providing support for key B2B customers, both new customers onboarding and existing customers.

The Service Support Agent Roleis an ideal starting point for your career in IT services, enabling you to learn Jigsaw
24’s services and the technical skills that are needed to support them.

• Managing Incidents and Requests (Cases) in line with Jigsaw
  24’s Case Management Process and ITIL best practices.

• Ensuring Incidents and Requests are responded to within the customers Service Level Agreement (SLA).

• Provide an effective, professional response toIncidentsand
  
  Requests in line with Jigsaw
  24’s Keeping the Customer Informed Process.
  
  Ensuringa seamless level of customer service and supportisofferedthroughoutthe customers supported hours.

• Setting and managingexpectationsto endusers ontimescalesfornext stepson incidents and requests to progress them to resolution.

• Be familiar withfollowingprocesses, reviewingknowledgearticlesandonlinesupportmaterial.

• Provide basic troubleshooting to end users to determine the nature ofafaulton an Apple or Windows Device.

• Createand oversee consignments with our designated couriersthroughour internal system sand providing support and escalations when needed.

• Collaborate and communicate effectively with internal departments to ensure smooth operations and timely completion of Incidents and Requests.

• Customer Service Skills :
  
  Empathise with users, display active listening skills, polite telephone manner.

• Good written&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.

• Work well under pressure, have excellent time management skills and the ability to multitask.

• Good diagnostic approach, demonstrating attention to detail and effective 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 initiative when either working alone or as part of team.

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

You will receive a wide range of benefits working at Jigsaw
24 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.