Customer Support Agent

Careers >> Customer Support Agent

Customer Support Agent at Navitas

Here at Navitas, we’re on a mission to raise safety standards across the food service and hospitality industry using technology and expertise.

Our roots are founded in the pedigree of a 30+ year old consultancy that now being supercharged with cutting-edge and disruptive software and hardware technology.

We’re addressing a huge domestic market, with ambitious plans to expand internationally, backed by PE investors and a management team with experience across the industry and multiple start-up exits.

 

The Role

Customer Support Agents provide first line support to our customers on Navitas software and hardware. They are responsible for providing quick and efficient technical assistance directly to customers and are responsible for identifying and documenting issues through investigation and working closely with the Engineering Team to find a resolution.

There’s a wide range of clients, from award winning fish and chip shops to Michelin Star restaurants, to global coffee and burger chains.

 

Your Key Responsibilities:

  • Responding to and managing customer queries or technical requests, including liaising with the wider company departments as required.
  • Ensuring all information is accurate and up to date in Zendesk (ticketing system).
  • Aim to provide first time resolution to all customer queries.
  • Where unable to offer first time resolution, keep customer informed on progress and provide realistic timescales.
  • To quickly and efficiently assess customer issues or requirements, delivering the appropriate response or training where required.
  • Escalate issues to Engineering with appropriate detail where required.
  • Keep abreast of software changes to ensure correct advice given to customers.
  • Notify line manager of ticket trends or significant issues.
  • Meet performance KPIs.

 

You must have:

  • Technically adept and ability to problem solve software and hardware issues.
  • Strong verbal and written communication skills.
  • Proven influencing skills.
  • A desire to improve ways of working to enhance service delivery.
  • Ability to understand technical problems and explain them using non-technical language.
  • Customer service skills.
  • Excellent telephone manner.
  • Ability to work under pressure and in a busy environment.
  • Strong organisational skills with the ability to prioritise own workload and others.
  • Excellent multi-tasking skills and the ability to manage multiple customer requirements.
  • You must also be fluent in English.
  • Knowledge of Microsoft Office packages.

 

Desirable factors:

  • Previous experience of Supporting Software and Hardware issues.
  • Food industry knowledge would be an advantage.
  • Experience using Zendesk.

 

The position is fully remote (we’ve decided to permanently leave the commute and office lifestyle behind post Covid) and we anticipate monthly meet ups in various locations to strengthen our relationships once it’s appropriate to do so.

Navitas Safety is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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