Job Overview
Bibliotheca is the largest global company dedicated to the development/deployment and support of RFID, EM/RFID hybrid and barcode-based library solutions.
We develop solutions that ease and enhance library operations.
Working together with libraries, we implement the easiest, most cost-efficient self-service and automation systems available.
To support our evolution and expand our team, we are looking for a 1st line Helpdesk Technician to work in our local team as part of our wider EMEA Helpdesk.
As our new team member, you will be supported with a structured training plan and guided by supportive colleagues in a friendly environment. You will in turn react flexibly to changing requirements and be a reassuring first point of contact for our customers in any situation.
Key Job Responsibilities
The 1st Line Helpdesk Support will handle the following tasks:

• To handle technical queries received by phone calls/email/customer centre
• To redirect any calls for other areas of the business to the correct area
• Provide 1st line trouble shooting support for all company products
• Find root causes of issues and communicate appropriately to internal/external customers
• Schedule Field Service Engineer visits as required
• Manage Field Service events through to completion
• Order and track service parts required to resolve customer issues
• Manage time and materials cases from quotation through to invoicing
• Find opportunities to improve our service and highlight them correctly.
• Work with the wider team to learn and further develop problem solving techniques.

Your Profile
Essential

• You must enjoy making and taking customer calls and always try to find a first-time fix with the customer in the shortest possible timescale
• You will have demonstrable IT related experience or similar technical experience with Windows operating systems and their applications
• You have a solution focused mindset and enjoy working as part of a team to share knowledge
• You have a strong analytical mindset and an irrepressible desire to bring a problem to the solution using all available means
• Must be fluent in required language/s with excellent written language skills
• You enjoy the rewards of hybrid working

Desirable

• Experience with Customer Management systems, ideally Net Suite
• Previous similar role held
• Previous Telephony/customer service experience

What do we offer you?
In addition to working in a company that is shaping the future, we offer above-average company benefits. In addition, you can expect a working environment in which personal responsibility in thinking and acting as well as the shared joy of what has been achieved lay the foundation for your personal success and next career steps.
Bibliotheca welcome staff who want to grow and develop within our company.
Do you want to know more about bibliotheca as an employer?
Visit us on our homepage www.bibliotheca.com.
Job Types: Full-time, Permanent
Pay: £25,000.00-£29,000.00 per year
Additional pay:

• Bonus scheme

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• On-site parking
• Private medical insurance
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Cheadle: reliably commute or plan to relocate before starting work (preferred)

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Cheadle
Application deadline: 01/12/2024