About Company
Probrand is a leading technology solutions provider headquartered in Birmingham, UK, with over 25 years of experience in empowering businesses through innovative IT infrastructure, managed services, and digital transformation. As a trusted partner to thousands of organisations across various sectors, Probrand prides itself on its customer-centric approach, technical expertise, and commitment to delivering tangible value. We believe in fostering a collaborative and supportive work environment where our employees are encouraged to grow, innovate, and contribute to our collective success. Our mission is to simplify IT for our clients, enabling them to focus on their core business while we handle their technology needs with efficiency and excellence. At Probrand, you’ll be joining a team that’s passionate about technology and dedicated to making a real difference.
Job Description
Are you a natural problem-solver with a passion for helping people navigate technology? Do you thrive in a dynamic, fast-paced environment where every day brings new challenges and opportunities to learn? Probrand is seeking an enthusiastic and dedicated Call Centre Operator – Support Desk to join our vibrant team in Lichfield, Birmingham. This is an exceptional opportunity for an individual with excellent communication skills and a foundational understanding of IT to make a significant impact on our clients’ operational efficiency.
In this crucial role, you will be the first point of contact for Probrand’s diverse client base, providing essential frontline technical support and customer service. You will be responsible for handling incoming queries via phone, email, and live chat, diagnosing technical issues, and guiding users through troubleshooting steps. Your day will involve logging support tickets accurately, escalating complex issues to senior technicians when necessary, and meticulously documenting all interactions and resolutions. You will play a pivotal role in ensuring our clients experience minimal downtime and receive prompt, effective support, directly contributing to their satisfaction and our reputation for excellence.
We are looking for someone who is not just technically capable, but also possesses exceptional empathy, patience, and clarity in communication. You’ll need to translate complex technical jargon into understandable language for users with varying levels of IT proficiency. This position offers a fantastic pathway for career development within the IT support sector, providing exposure to a wide array of technologies and an opportunity to grow your technical skill set. If you’re eager to start or advance your career in IT support within a company that values its people and clients, Probrand offers the perfect platform. Join us and become a key player in delivering outstanding technical support that keeps businesses running smoothly.
Key Responsibilities
- Serve as the first point of contact for all incoming client inquiries via phone, email, and live chat.
- Perform initial diagnosis of technical issues and provide effective first-line troubleshooting support.
- Accurately log, prioritise, and manage all support tickets within our CRM system.
- Escalate complex or unresolved issues to appropriate senior support teams with detailed notes.
- Guide users through step-by-step solutions and provide clear, concise instructions.
- Maintain high levels of customer satisfaction through professional and empathetic communication.
- Document all interactions, resolutions, and relevant technical information meticulously.
- Contribute to the continuous improvement of support processes and knowledge base articles.
- Adhere to company service level agreements (SLAs) and operational procedures.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Basic understanding of IT systems, networks, and common software applications (e.g., Microsoft Office).
- Customer service orientation with a patient and empathetic approach.
- Ability to work effectively under pressure in a fast-paced call centre environment.
- Proficiency in using CRM or ticketing systems.
- Strong organisational skills and attention to detail.
Preferred Qualifications
- Previous experience (1+ years) in a call centre, help desk, or customer support role.
- IT-related certifications (e.g., CompTIA A+, ITIL Foundation).
- Familiarity with remote support tools and methodologies.
- Experience supporting business clients in a B2B environment.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits.
- Generous paid time off and holiday allowance.
- Opportunities for professional development and career growth.
- Access to industry-leading training and certifications.
- Collaborative and supportive team environment.
- Modern office facilities with excellent amenities.
- Company social events and team-building activities.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We encourage you to submit your updated CV and a cover letter outlining your relevant experience and why you are a great fit for Probrand’s team. We look forward to reviewing your application!