Technical Support Escalation Agent
As a people-led technology business, our success relies on attracting and retaining the very best talent with the highest level of skills and capability to develop our business. Join us and you will be part of a team supporting a digital banking platform at the forefront of innovation, transforming banking and the wider FinTech sector. Guided by our strong values of Transformation, Integrity and Impact, we support, respect and collaborate with our customers, partners and each other.
Working from our offices in Edinburgh, the Service Desk team will be supporting our client agnostic, cloud-based banking platform.
We operate 24/7, and that gives you the opportunity to be flexible with your shifts. We offer a good benefit package as below:
40 hours contract
employee benefits scheme that works with the best UK retailers
Learning and Development courses
Career opportunities within the account
Monthly incentive prizes
What you need to do in return? Well…you need to effectively use your excellent customer service skills to provide friendly and knowledgeable product information to our clients, assist them with troubleshooting and user-related enquiries via phone, email and client tool, and advise them on procedures to give the best resolution. We work on a fast-paced environment where dedication and flexibility matters.
If you feel you would like to be part of this team and you are ready to show your best talents, please read on:
What you will be doing
- Assist Level 1 agents with any queries and support them in troubleshooting and solving issues raised by clients.
Deal with escalations and complaints that cannot be resolved by L1 agents.
Responding to instructions from the client and the clients head office.
- Prompt investigation, recording and management of system problems reported by users.
- Maintaining system support procedures and documentation.
- Act as a Subject Matter Expert Role Model ensuring succession planning, procedures and continuous improvements are championed within the team.
- Responsible for driving development and training opportunities within the team ensuring a seamless transfer of best practices and knowledge sharing is completed within agreed timelines.
- Keep up-to-date on new or enhanced products/services in order to provide prompt transparent team communications.
- Full compliance with all legislative requirements
- Take part in and identify self-development opportunities and training needs
- Contribute to team and process improvements.
- Responsible for assisting agents with customer enquiries/complaints in some instances by taking transferred calls.
- Responsible for dealing with customers in a courteous, helpful and professional manner at all times.
Responsible for training of the Level one agents
Responsible for maintaining quality standards
Support calls, emails and tickets when required
Conduct quality monitoring
Feedback results to agents
Update monitoring sheets
Provide all training for agents – as required for minimum skills
Trainee training verification
Prepare and schedule training
Keep minimum skills reports up to date
Re-verification of all agents
Online coaching (from monitoring feedback etc)
Offline coaching where required
Produce Weekly/Monthly Quizzes or Verification Tests
Handle verbal and written escalations
Control escalations to client
Support the Team Leader with workload allocation to ensure SLA’s
Using Sykes and client tools supplied
Allocate ad hock jobs as required
Update any client reports as required
Update any Sykes reports as required
Provide reports on agents when requested
Provide report on team when requested
Allocate other tasks to agents as required
Support the Team Lead to manage the team on a daily basis.
Complete ad hock tasks as and when required (Client / Team Lead / PM and AM requests)
What skills you will need
Being fluent in English
Excellent customer service skills
Proven track record of building and maintaining customer relationships
Positive and professional manner to be portrayed at all times
Excellent communication and influencing skills
Evidence of achievement against challenging goals and targets
Attention to detail troubleshooting skills
Must have the ability to work on own initiative and under pressure in order to achieve deadlines
Good knowledge of client’s procedures for dealing with customer complaints/inquiries/issues
Preparing and delivering training
Flexibility – it is a 24/7 account with rotational shifts
What experience you will need
IT/engineer/technical background essential – either through work experience or education
Customer Service Experience essential
Excellent communication skills are essential
Experience in driving a team to meet targets, accuracy, quality, volume and to agreed service level agreements
Practical experience of working in a support environment
Dealing and resolving customer complaints
Preparing and delivering training
Dealing with escalated calls from agents, customer and client
Experience in driving a team to meet targets desired
We put the customer at the heart of everything we do and you will be trained to resolve calls by taking ownership of the request/problem and providing first touch resolution whenever possible.
If you enjoy training and developing high performance teams and can drive your team to be one of the best, this could be just the start of your career with us.
**ALL CANDIDATES ARE SUBJECT TO CREDIT CHECK AND DISLCOSURE SCOTLAND CHECK**