Hours per Week: 40
General Description:
Cosmic are the digital solutions people, facilitating digital success for all, in a uniquely crafted and inspiring way. Our purpose is to inspire and empower people, businesses and communities to confidently use digital by providing the insight, services and skills needed to thrive in the modern world. Join our award-winning Technical Support Service, where, as a crucial member of our team, you will contribute to the delivery of effective, high-quality technical support to our clients, while delivering social impact and the excellent customer experience Cosmic are known for. Our friendly and uniquely approachable style makes us the preferred digital partner for all our clients. We value flexibility, logic, and a customer-focused approach at all times.
Cosmic embraces a hybrid work approach, allowing team members the flexibility to work remotely from home while occasionally convening at our Honiton offices for meetings.
Key Result Areas:
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You will be the first point of contact for client technical queries and support requests via phone and ticketing system.
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You will provide high-quality, responsive technical support to Cosmic’s clients with a friendly, customer focused attitude at all times.
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You will proactively monitor and maintain clients’ IT solutions.
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You will ensure full compliance with GDPR, and Cybersecurity standards.
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You will respond and adapt to clients' changing needs.
Major Duties:
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Uphold the values and ethos of Cosmic.
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Excel in all client communications – phone, email, and in person.
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Triage and prioritise incoming support requests to the Service Desk via phone and ticketing system.
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Remotely diagnose, repair, and maintain client systems via remote support tools.
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Maintain support activity logs/tickets effectively and proactively.
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Keep accurate records of support activity time.
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Maintain service SLAs and OKRs
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Prioritise clients' technical needs based on severity/impact.
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Provide proactive guidance and technical guidance and support to clients.
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Ensure clients are kept updated on the progress of their support requests
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Assist in the implementation and maintenance of cloud SAAS platforms, including Google Workplace and Microsoft Azure/365.
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Issue sales quotations to clients as required.
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Escalate support tickets to Level 2 & Level 3 engineers as required.
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Escalate issues directly to the IT Service Delivery Manager as required.
Benefits:
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Competitive salary and benefits.
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Generous holiday allowance: 20 days, plus bank holidays, plus additional 3 days of leave for Christmas period.
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Opportunities for professional development.
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Sick pay and health and wellbeing package.
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A vibrant team and inclusive work culture.
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Chance to work within a social enterprise committed to reducing digital exclusion and environmental impact.
If you are an experienced level 1 Technician, passionate about providing excellent service, thrive in a dynamic environment, and are ready to contribute to the success of our growing Technical Support team, we want to hear from you.
Cosmic is a Social Enterprise with a mission to reduce digital exclusion and make a positive environmental impact. Joining us means aligning your career with a purpose-driven organisation.
How to Apply:
Interested candidates should submit their CV and a cover letter detailing their relevant experience and qualifications to recruitment@cosmic.org.uk
Cosmic is an equal opportunity employer. We welcome and encourage candidates of all backgrounds to apply.