Customer Service Advisor

About the job

Supporting a UK-wide network of over 5,000 local, expert technology providers, Giacom makes it really simple for technology resellers and MSPs to access everything they need to create brilliant technology solutions for UK businesses.

We work in a fast-paced and exciting industry, where we have forged strategic partnerships and relationships with the UK's top Telco's, networks, and vendors, including BT, TTB, Vodafone, Virgin Media O2, EE, CityFibre, Sophos, Microsoft and Samsung.

As a Channel-only business, we never sell directly to the end-user. Instead, we serve a market of independent resellers, which we proudly refer to as our partners.

What you'll be doing:

• Providing exceptional support and service to our Resellers
• To be the first point of contact for complaints and escalations within the team and for our Resellers
• Provisioning and Managing reseller orders using our mainframe internal systems as required
• Liaise with resellers and suppliers to resolve issues, providing regular, proactive updates
• Customer Service and Support duties
• Handle incoming calls from our Resellers as required
• Investigation into root cause of recurrent provisioning issues
• Provide technical advice to resellers and internal staff
• Schedule and action all tasks to completion within specified timescales
• Ensure all systems are kept fully updated for each action and point of customer contact.

Skills:

• Customer engagement skills
• Strong IT skills/knowledge
• A desire to succeed and develop 
• Exceptional communication skills
• Accuracy and attention to detail
• Ability to multi task and problem solve
• Flexible approach to work
• Excellent team player
• Self-motivated and enthusiastic
• Ability to work under pressure to set deadlines.

What's in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.