CUSTOMER HELPDESK ADMINISTRATOR

Kings Security Systems Ltd.; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

A security systems provider in the United Kingdom is seeking a customer-focused individual to deliver high-quality technical support. This role involves maintaining CCTV and Intruder systems, managing customer interactions, and executing a 3-week rolling shift schedule. Candidates should possess strong communication skills, be PC literate, and have knowledge of network/IP-based products. Employees benefit from a supportive work environment, health care, pension, and a comprehensive employee recognition scheme.

Benefits

Company Health Care Plan

Company Pension

Life Insurance

25 days holiday plus Bank Holidays

Development Opportunities

Referral Scheme

Employee Recognition Scheme

Employee Benefits Programme

Cycle to Work Scheme

Wagestream

Qualifications

• Ability to work within a continually changing environment.
• Exceed all tasks given.
• Portray a professional image while interacting with customers.

Responsibilities

• Work a 3-week rolling rota: Shift 1 (8-4), Shift 2 (9-5), Shift 3 (11-7) Monday to Friday.
• Remote software and site setup, ensuring all sites are accessible.
• Keep maintenance schedules up to date for all sites.
• Ensure all systems are fault-free and action flagged issues.
• Provide accurate information for engineer follow-up visits.

Skills

Customer focused

PC Literate

Strong interpersonal and communication skills

Ability to prioritise workloads

Team player

Tools

Network/IP based product experience

VMS software

Protean software

Job description

Key Purpose of the Job

Working alongside the Technical Support team using customer service skills to screen and process calls coming into the department.

Once fully trained in the position, you will be able to use remote diagnostic tools to carry out CCTV and Intruder maintenance checks and engineer follow up calls for any faults documented.

There will be a 6 month progression plan in place to upskill to a level 1 Technical Support Technician to further support the customer with basic remote fixes.

Key Job Responsibilities

• Requirement to work a 3-week rolling rota: Shift 1 (8-4), Shift 2 (9-5), Shift 3 (11-7) Monday to Friday
• Remote software and site set up. Ensure all sites are accessible remotely and follow up if not
• Keep up to date with the maintenance schedules for all sites
• Make sure all systems are fault free and full follow up action for sites with issues flagged
• To ensure prompt and accurate information is scheduled for any engineer follow up visits
• To prioritise workload and meet contractual deadlines.
• Portray Kings Secure in a professional manner and work as part of a team to achieve an impeccable delivery of service.
• To provide a positive experience for customers ensuring prompt and accurate information is captured.

Essential Requirements For The Job

• Customer focused
• PC Literate
• Team player
• Strong interpersonal and communication skills
• Ability to prioritise workloads
• Exceed all tasks given
• Be an ambassador for Kings at all times, displaying quality and excellence in all dealings with external and internal customers and suppliers
• Ability to work within a continually changing environment
• Network/IP based product experience

Desirable Requirements For The Job

• Experience with CCTV and Intruder
• Experience of VMS software
• Experience working on Protean

Benefits

• Supportive and Collaborative Environment
• Company Health Care Plan
• Company Pension
• Life Insurance
• 25 days holiday plus Bank Holidays
• Development Opportunities
• Referral Scheme
• Employee Recognition Scheme
• Employee Benefits Programme including shopping vouchers and discount; up to £1,200 a year on real savings for everyday needs
• Cycle to Work Scheme
• Wagestream – Get instant access to your wages through our financial wellbeing tool.

When Kings carry out recruitment process, we do so as an Equal Opportunities Employer.