About the role
The Jigsaw24 Service Support Agent is the primary point of contact for customers of Starters and Leavers, Hardware Break Fix and Grading Services. Reporting to the Service Support Manager, they support customers with Apple, Android and Windows repairs from initial enquiry to resolution. They provide excellent customer service via phone and email to customers with contracted service level agreements (SLAs), alongside support for new and existing B2B customers. This role is an ideal starting point for a career in IT services, providing opportunities to learn about Jigsaw24’s services and develop technical skills.
Key duties and responsibilities are
- Manage customer incidents and requests, maintaining an awareness and understanding of SLAs and ITIL practices to ensure timely responses and resolutions.
- Support ongoing queries about shipments, payments and processes for repair and starter/leaver customers, maintaining clear and accurate communication throughout.
- Understand and carry out basic troubleshooting and pre-repair checks before receiving devices, where required.
- Raise RMAs within bespoke repair portals before collection, adhering to the relevant SLAs and terms and conditions.
- Manage internal and delegated mailboxes, providing updates to the relevant customers.
- Process orders for advance replacement devices, loan devices and packaging when required.
- Respond to requests from warehouse staff and repair technicians, gathering information from customers and communicating it back to the relevant teams.
- Support Account Managers, Delivery Support and Service Delivery Managers with appropriate actions and escalations for their customers when required.
- Manage asset records by updating device warranties and asset locations within internal systems and share information with internal and external users when requested.
- Request payment details from customers when necessary, including purchase order and credit account information.
- Provide customers with regular repair progress updates, clearly explaining turnaround times and diagnostic findings.
- Arrange courier shipments, collections and swap-it services through multiple courier providers.
- Use knowledge resources both internally and through repair partners to support customer needs.
Education, Skills, Knowledge and Experience:
· Strong customer service and communication skills via phone and email, including liaison with internal teams across Jigsaw24 and our clients in logistics, sales and repairs.
· Good organisational, time management and multitasking skills.
· A basic understanding of device warranties and repair processes, particularly for Apple devices.
· Proficiency in Office 365 applications and experience of using CRM system.
· Strong teamwork skills and keen attention to detail.
· Preferably one year of experience in a customer-facing role.
Who are Jigsaw24
We put people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.
We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here
Benefits at Jigsaw24
You will receive a wide range of benefits working at Jigsaw24 including:
- 26days holiday
- Health cover including access to GP anytime, annual reimbursements for optical and dental to name a few as well as counselling and wellbeing services
- Cycle2work
- Travel to work loan
- Free on-site parking
- Staff purchase scheme on fantastic Apple products and more
- Unlimited bistro coffee and tea facilities
- Enhanced family-friendly policies
- Pension scheme
- Electric Vehicle scheme
- Life cover
We are always on the lookout for hungry people who want to realise their potential. It’s not just about filling existing vacancies – it’s about what you can achieve. As a business, we never stand still. In fact, we encourage our peopleto follow their own path and help us improve how we all work.To find out more please visit our “about us” section on our website by clicking here
From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we’re determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.
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