Business Customer Operations Engineer

Our client is seeking a Business Customer Operations Engineer to join their frontline support team, dedicated to delivering exceptional service to business customers. The role entails providing a seamless and professional service that ensures customers' requests and issues are efficiently resolved to the highest standards. This role is particularly suited for individuals who possess a strong sense of ownership and accountability, focusing on delivering first-time fixes whenever possible. Successful candidates will take charge of customer problems, striving for independent resolution while learning from the escalation process when necessary. The ability to document solutions for future reference is vital. This position operates on a full-time basis, with a working week of 37.5 hours, encompassing an 8am to 8pm shift rota.

Job Duties:

• Handle inbound and outbound calls with enterprise customers in a proactive, professional manner.
• Provide regular updates to customers on ticket progress, ensuring high levels of satisfaction.
• Advocate for customers, driving resolutions to meet their expectations.
• Triage, troubleshoot, and prioritise faults based on customer impact and urgency.
• Drive resolution of faults and assistance requests, aiming for first-time fixes.
• Raise, update, and track fault tickets using the ServiceNow platform.
• Manage customer notifications regarding service status and updates.
• Monitor the fault backlog and develop action plans to resolve emerging issues.
• Use monitoring tools to proactively monitor network and service status, escalating potential issues.
• Contribute to ongoing service improvements by identifying enhancement areas and assisting in projects.
• Provide technical support for Microsoft 365, Microsoft Azure, and other related systems.
• Conduct site visits as needed to resolve customer issues or complete provisioning tasks.
• Participate in the out-of-hours standby and on-call rota.

Job Requirements:

• Excellent customer service skills.
• General understanding of IT/technology.
• Highly motivated with a willingness to learn.
• Strong problem-solving abilities.
• Excellent communication skills, both verbal and written.
• Ability to work independently as well as part of a team.
• Commitment to the required shift rota pattern.
• Academic qualifications in computing, ITILv3 or above, or relevant Microsoft certifications.
• Full UK driving licence.

What You’ll Love:

Our client offers a dynamic work environment where collaboration and continuous learning are encouraged. You will have the chance to work with cutting-edge technologies while providing crucial support to business customers. The role emphasises professional development, and there is ample opportunity for career growth within the organisation. Enjoy the satisfaction of resolving customer issues and making a genuine impact, all while being part of a dedicated team that values customer satisfaction, reliability, and innovative problem-solving.

Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here