Service Desk Consultant – Tier I

THE COMPANY

We’re integration specialists. Our mission is to help our clients realise their potential and enable them to do business in every direction.

We revolutionise trading partner connectivity by linking suppliers, retailers and end consumers in one global commerce network. With our flexible, integrated and fully managed service solutions, customers of any size can easily connect with any trading partner while enjoying the peace of mind of a proven service platform that reliably handles tens of millions of transactions annually without the need for any customer interaction.

Established for over 20 years, we’ve grown exponentially in Europe and the United States through the provision of our customer-centric market leading service. As a fast-growing technology business, boasting many household names amongst our expanding global customer base, we are looking to continue our growth by recruiting talented professionals who are eager to develop their skills within a friendly and motivational work environment.

THE ROLE

TrueCommerce is currently looking for a Tier 1 Associate Service Desk Consultant within the UK region managed from our Birmingham office. This is an exciting opportunity to join a growing and successful organisation that is looking to train and develop the right individual. You will have the opportunity to learn how the business works as well as getting involved in project work and interacting with customers.

You will work very closely with the existing team of 10+ and be part of a wider department of 50+ reporting into the Service Desk Manager. To be successful in this role you will need to gain a full understanding of the business and the service they provide.

The Tier 1 Associate Service Desk Consultant’ will be responsible for providing support to all of TrueCommerce’ s customers, you will provide 1st line support to all users and therefore it is highly important that excellent interpersonal skills are combined with a methodical approach. You will log all calls and emails via the online service desk system and then investigate any problems using the skills that you will have learnt. You will escalate any issues that you are unable to be resolved to the Service Desk Manager.

The key to the success of this role will be the ability to communicate effectively with users of varying technical abilities. It is fundamental that all of TrueCommerce’s customers are able to use the systems fully and efficiently, you will need to use your knowledge to support users and ensure confidence with the systems.

The Tier 1 Associate Service Desk Consultant’ will also have the opportunity to be involved in project work alongside normal duties.

THE PERSON

The successful candidate will be eager to learn new skills and demonstrate the following:

• Technically minded
• Customer-focused
• Strong work ethic
• Positive attitude
• Good communication skills
• Methodical and analytical approach to problem-solving
• Time management abilities
• Working well under pressure
• Any experience in a customer services environment would also be of benefit
• Danish and German are welcomed as additional languages.

KEY DUTIES TO BE PERFORMED

• Prioritize, diagnose, troubleshoot and managing several open service requests and/or Incidents at one time with effective communication while adhering to all service level agreements by taking ownership of customer issues and seeing problems through to resolution.
• Ensure all customer systems are actively monitored and any issues resolved quickly and efficiently with effective communication while adhering to all service level agreements.
• Building and maintaining strong and healthy relationships with all customers while ensuring that the line manager is fully informed of successes and risks.

TrueCommerce is looking for motivated candidates who are looking to progress within the company and develop themselves professionally. There is the opportunity within the business to move into other teams and further your career should you demonstrate the capability and enthusiasm.

Before making an offer, TrueCommerce may carry out a criminal record check against you. Using criminal record checks processed through the Disclosure and Barring Service (DBS), TrueCommerce complies fully with the code of practice and undertakes to treat all applicants for positions fairly.

TrueCommerce undertakes not to discriminate unfairly against any subject of a criminal record check on the basis of a conviction or other information revealed.

By continuing with your application, you are giving us permission to carry out this check.

To apply for this role, please click here