Service Operations Agent

About the role

The Jigsaw24 Service Operations team excels in providing our clients with excellent customer service, supporting them with entry-level support on their Apple, Android, and Windows devices. This will include, utilising loan stock, booking courier shipments and ordering new stock from our warehouse. Reporting to the Service Operations Team Leader, you will be responsible for managing tickets our clients have logged and contacting end users to confirm shipment details. The team is an ideal starting point for your career in IT services, enabling you to learn Jigsaw24’s services and the technical skills that are needed to support them.

About you

Key activities and Responsibilities:

• Provide basic troubleshooting to end users to determine the nature of the fault/damage.
• Be prompt and efficient in addressing customer inquiries and concerns.
• Update tickets and ensure they are updated and completed within the agreed service level time frames.
• Create consignments with our designated courier through their platform and ensure the information is accurate and correct.
• Set an accurate customer expectation of resolution times for the issue experienced, evaluating each case independently.
• Facilitate order requests via internal systems.
• Deliver exceptional service and support to the customer before, during and after the issue is resolved.
• Collaborate and communicate effectively with internal departments to ensure smooth operations and timely completion of projects.

Skills and Knowledge:

• 9-4/A*-C in Maths and English
• Good written & verbal communication skills
• Excellent planning, organisational, and time management skills.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• Minimum 1 year in a customer service role

Who are Jigsaw24

Having recently been awarded the CRN Reseller of The Year Award 2021 our business continues to grow from strength-to-strength as we add too and develop our product and service offerings for today’s market and our people are at the heart of everything we do.

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.

To find out more about what we do and our passion for the environment, social responsibility, inclusion and wellbeing please see our latest social impact report by clicking here

Benefits at Jigsaw24

You will receive a wide range of benefits working at Jigsaw24 including:

• 26 days holiday
• Health cover including access to GP anytime, annual reinbursements for optical and dental to name a few as well as counselling and wellbeing services
• Motorpoint Arena Executive Box
• WorkBYTRAM discounted travel scheme
• 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’re a passionate bunch and we’re 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. Neither do our people. In fact, we encourage them to follow their own path and help us improve how we all work. To find out more about us 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.