Do you want to join a successful Scottish family owned tech business near the centre of Edinburgh? Do you have experience working in the Hospitality industry? Do you have awesome customer service skills? Do you have the drive and passion to learn how stuff works? If you can answer YES to the above then we want YOU to join and grow our team of 50+ analysts in our technical Service desk.
Your role will be to provide technical support, fantastic
customer service and advice on all incoming incidents and requests, logging
details on our incident management system, handling them to provide the best
results for the customer, reviewing and implementing new fixes, process and
procedures and consistently looking for ways to improve how we operate!
We provide an intensive 4 week long company induction and
training platform to ensure you have the knowledge and skills to understand and
assist our client base.
Learning and development is important to us and is provided
throughout your career, both internally and externally through diplomas,
webinars, class based training and on line e-learning courses.
Main Duties &
Logging incidents within our call logging
software, ensuring all relevant information is obtained;
Provide problem diagnosis, using support tools
and resolution for problems;
Maintain an awesome customer service standards
by answering calls promptly in a professional manner;
Manage customer’s expectations through either
resolution of or updating on progress of outstanding incidents/requests;
Proactively manage customer expectations
Escalate any issues, but try and ensure they are
dealt with before problems occur;
Track and monitor calls that are with third
parties, liaise with third parties for a resolution and escalate when
resolution is not moving forward;
Resolve and close incidents and requests to
customer satisfaction or escalate to the appropriate Account Manager where
To contribute to overall achievements of
required Service Level by maintaining agreed personal targets;
Assist in ensuring our class leading SLA’s and
KPI’s are met;
Assist in documenting and updating processes;
Challenge the status quo and look for
improvements in process;
Work closely with resolving teams and service management teams;
Contribute, review and update Knowledge Base
Training and mentoring new starters and acting
as an ongoing point of escalation;
Compliance – ensure that you understand and
adhere to policies.
Key Skills We Are
You will be a talented and ambitious individual
who thrives in a fast paced environment.
You will possess excellent written and oral
communication skills with a proven track record for providing outstanding
customer service in a similar role.
You will be passionate about customer service
You will need:
A talent for troubleshooting and problem
Strong analytical skills with a great attention
A passion for exceptional customer service.
A flair for multi-tasking in a high pressured
A collaborative and proactive approach in all
aspects of your work.
Understanding of the challenges in the
IT related HNC/HND
SQL script writing
EPoS skills/Zonal product knowledge
Experience in the Hospitality industry
An attractive starting salary with fantastic
career development opportunities
A structured grading’s programme with financial
An attractive benefits package, including
company profit share scheme, company pension, critical illness, life insurance
and income protection
The opportunity to gain an IT diploma with up to
4 weeks of off-site Microsoft training.
We are not a traditional 9-5 outfit, our focus on
customer service means we need to cover the needs of the businesses who have
our products. We run a continental style shift pattern averaging 37.5 hrs per
week over a 5 week continuous rota.
Our weekly standard shift patterns are –
7am – 5pm; 9am –
6pm; 3pm – 1am – running over a 5 week rotation, with shift
swap flexibility to assist in creating a work/life balance.
If you possess the required skills and are interested in
growing your career long-term with our company, we would love to hear from you!
We have an excellent working environment, a relaxed dress
code, sheltered bicycle parking, free fruit, coffee, tea, soft drinks and a gym
on our doorstep (membership not included).
Statement to Third
To ALL recruitment agencies: We only accept CV’s from
agencies on the Zonal group preferred supplier list. Please do not
forward resumes to our applicant tracking system, any Zonal group employees, or
any Zonal office. Zonal is not responsible for anyfees or charges
associatedwith unsolicited CV’s.
If you wish to apply for the role, please e-mail your CV to firstname.lastname@example.org stating your current salary and a brief summary outlining your suitability for the role or apply now by hitting the button below.
If you require any further information please contact our Human Resources department via email@example.com
Statement to Third Party Agencies
To ALL recruitment agencies: We only accept CV's from agencies on the Zonal group preferred supplier list. Please do not forward resumes to our applicant tracking system, any Zonal group employees, or any Zonal office. Zonal is not responsible for any fees or charges associated with unsolicited CV's.