Ticketing Administrator

Job Description:

Location: On site Erskine, Scotland

Clearance level: SC

Due to security clearance requirements candidates must hold or be eligible for SC. Candidates must be UK national/British passport holder and resided in the UK for 5 years and over.

DXC Technology (DXC: NYSE) is the world's leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company's technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.com

Job purpose:

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Responsibilities:

• Lead from the front and develop the team to deliver excellence in what they do


• Monitor attendance and timekeeping


• Allocate duties


• Liaise with both internal and external stakeholders


• Collate statistics and present at meetings when required


• Ensuring cleanliness, tidiness, and safety of work environment


• Monitoring Call Logging systems


• Assign calls and progress as per process


• Perform End User contact by phone and email


• Perform ticket updates regularly


• Escalation Management


• Inter Departmental Problem solving and assistance


• Conduct performance management meetings and 1 to 1s


Requirements:

• Working knowledge of the field of Customer Relations.


• Demonstrated verbal communication and customer service skills.


• Intermediate-level knowledge of operating systems software.


• Demonstrated writing/correspondence skills.


• Experience and demonstrated presentation skills.


• Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.


• Typically a Bachelor's degree or equivalent experience and several years related experience or Master's degree and experience.


• Several years related experience in a telephone support position in a service or end-user support environment.


• Experience in the microcomputer industry. Technical training in the company or other manufacturers' product lines.


What we offer:

DXC provide a comprehensive Flex benefits scheme including Security clearance retention payment Pension, Life Insurance, Health insurance, travel insurance, store vouchers/discounts, 25 days holiday and options to increase holiday and select benefits appropriate to you.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.


• Working knowledge of the field of Customer Relations.


• Demonstrated verbal communication and customer service skills.


• Intermediate-level knowledge of operating systems software.


• Demonstrated writing/correspondence skills.


• Experience and demonstrated presentation skills.


• Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.


• Typically a Bachelor's degree or equivalent experience and several years related experience or Master's degree and experience.


• Several years related experience in a telephone support position in a service or end-user support environment.


• Experience in the microcomputer industry. Technical training in the company or other manufacturers' product lines.
  
  DXC Technology (DXC: NYSE) is the world's leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company's technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.com