• Logging all customer incidents and/or service requests.
• Logging all fault information from the customer onto the incident management system.
• Questioning and diagnosing each incident, ensuring all details are accurate and meaningful with the correct level of information recorded.
• Applying first time fixes wherever possible before passing incidents to the correct resolving group, following the required knowledge and process.
• Understanding the impact of the incident or service request in line with the customer’s business and systems.
• Monitoring all incidents and following-up with resolving groups ensuring SLA’s are adhered to.
• Updating customers on the status of their incident.
• Resolving and closing cases ensuring ownership through to a satisfactory conclusion.
• Performing call-backs to customers to confirm call closure.
• Ensuring agreed escalation procedures are adhered to and management are informed of high priority or potentially high-risk customer problems.
• Logging calls with 3rd parties and liaise with them to ensure resolution.

• Excellent oral and written communication skills with the ability to communicate effectively at all levels.
• Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.
• Ability to manage own work load, with good planning and organisation skills. Understands the difference between ‘urgent’ and ‘important’ and prioritises accordingly. Uses own initiative.
• Logical problem-solving skills.
• Able to determine when it is appropriate to invoke escalation processes.
• Methodical and analytical approach to incident and problem solving
• A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline.

• Experience working in an IT-related environment, preferably on a technical Service Desk.
• ITIL v.3 Foundation certificate, or experience of ITIL methodology.

Flooid offers an innovative, omnichannel point of sale solution to retailers. Our platform allows our customers to transact on any channel and our product is scalable to support any size of retailer. With our powerful Flooid App Suite, superior digital offering and solutions for Cloud and Managed Services, Flooid gives retailers everything they need to make the sale. The Flooid platform is used by major retailers in over 60 countries around the globe.

Here at Flooid, we love our culture – it has helped us achieve some amazing things. It’s a great place to work because of the people we employ. Fun, professional and supportive, we want like-minded individuals who love to love their job. We are on a mission to revolutionise our colleagues’ and customers’ experiences by employing experts that want to be part of our team. We’re an energetic group of people, based globally, that have customers’ needs at the heart of what we do. We have great success in what we’ve done and an exciting strategy for where we are heading.

Location: Coventry. Hybrid working- work from home with occasional travel to our head office in Coventry

The first 2 months in the role will be spent onsite at PCMS House. Once training is succesfully completed, 20% of working time will be office based, the rest will be remote.

Salary: Competitive

Contract Type: Permanent

Hours: Full Time

• Working Pattern – 24/7, 365 shift based working hours including weekend and bank holiday working for which additional payments are made.
• Flexibility regarding working hours should customer requirements change

Benefits (UK team): Competitive salary. 25 days + bank holidays (and the option to purchase an additional 5 days annual leave ). Company sick pay (with qualifying length of service). Westfield Health Cash Plan - claim money back for wellbeing and alternative therapies and have access to a GP 24/7. Access to a discount platform. Life assurance. Free annual eye test. Cycle to work scheme.