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Job description

Among Checkit's core products are smart sensors that monitor things like temperature, water flow or air quality, and send alerts to our central hub if readings fall outside expected boundaries. This helps our customers to ensure that critical systems are working as expected, and to know quickly if something is wrong so they can fix it before it becomes a problem. We help the NHS keep things like blood products and vaccines at the correct temperature by monitoring their storage fridges, and we help food retailers to reduce waste by monitoring refrigerated display cabinets in their stores.

We are now looking to expand our Customer Support team with the addition of a new Customer Support Advisor. Working as a member of our 24/7 Support Hub based in our office in Fleet, you'll give high-quality support to our customer base by providing alarm response, ticket management and telephone support. You'll play a critical role in ensuring that their food stays fresh, their medicines stay cold, and their building systems stay safe by delivering speedy and effective service in response to sensor alerts and customer enquiries.

This is a shift based role so please ensure you are happy to work the shifts detailed below before applying.

What you'll be doing

• Responding to alarm alerts received on the Call Centre monitoring systems, investigating these alerts, contacting customers to support them in managing the alerts, and documenting the alerts and response.
• Proactively monitoring noticeable patterns in alarms and/or incoming requests, and developing workable resolutions.
• Answering incoming calls from customers, responding to their requests and recording the details accurately.
• Monitoring and responding to incoming customer requests via tickets raised on the Salesforce system.
• Providing appropriate solutions and responses within set time limits, and following up to ensure resolution.
• Follow the escalation process to 2nd Line Support where relevant, ensuring that the customer is kept informed of any escalations.
• Developing and maintaining sufficient knowledge on the customer products Checkit supports to effectively fulfil customer enquiries.

What we're looking for

• Background in a customer service type role.
• Someone who is genuinely excited to help customers and deliver brilliant service.
• Good listener with strong communication skills, a great phone manner, and good written and spoken English.
• Well organised with good problem-solving skills and the ability to troubleshoot issues.
• Accurate with strong attention to detail, IT literate and able to pick up new systems quickly.
• Adaptability, patience, empathy and resilience.
• Commitment, high levels of internal motivation, and a positive attitude.
• Able to work on a rota basis covering customer support 365 days of the year onsite in our Operations Centre in Fleet. Our shift pattern rotates around three shifts: 07:00-14:00, 14:00-21:00 or 21:00-07:00. You'll work four days on one shift, then three days off, then four days of the next shift, then three days off, then four days of the final shift, then three days off, then back to the start.

What's in it for you
Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:

• Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge
• Your birthday off in addition to your annual leave allowance
• 2 mental wellbeing days off per year, to take the time to reset and look after yourself
• Life insurance at 4x your basic salary
• Up to 20 paid sick days in any rolling 12 month period
• Income protection insurance to pay your wages if you need extended time off work due to illness
• Health cash plan to help with the costs of optical, dental and support for your mental wellbeing
• Access to Help@Hand health & wellbeing app
• Contributory pension scheme
• Share award scheme, allowing you to be rewarded for our future success
• Enhanced maternity and paternity pay, and paid loss of pregnancy leave
• Up to 60 days “work from anywhere” per year, allowing you to work from overseas
• Unlimited access to thousands of courses on LinkedIn Learning

About Checkit
Checkit optimises the performance of people, processes and physical assets with connected digital solutions. We help companies with remote, deskless workforces to schedule, manage and analyse the activities of their teams to deliver improved productivity, engagement and cost savings. Via digital assistants that provide guided workflows, powerful dashboards that provide insights into critical activities and bring dark operations to light, and smart sensors that monitor critical assets and building facilities, we give leadership teams the ability to schedule and plan activity, and know what is happening as it happens, while making life much easier for their teams at the frontline. These real-time workflow, monitoring and analytics services enable safe and productive work, efficient operations and data-driven insight to continually improve performance in large, complex organisations.

We work across four main sectors – healthcare, pharmaceutical, life sciences and biotech; facilities and building management; retail; and hospitality. We help our customers with challenges as diverse as keeping vaccines at the correct temperature; reducing stock loss and waste for food retailers; reducing time spent on audit and compliance; repurposing tens of thousands of working hours previously spent on tasks we now automate; and monitoring best practice and care quality. Our clients include many NHS trusts, BP, Waitrose / John Lewis Partnership, Sodexo, Hallmark Care Homes and Center Parcs.

Checkit is a publicly traded business headquartered in Cambridge, UK, with its operations centre in Fleet, UK and a US operation based out of Tampa, Florida. We currently have over 185 employees and are growing rapidly.

This role is also known as Sales Administrator, Administrator, Admin, Administration, Customer Service

Job Types: Full-time, Permanent

Schedule:

• 8 hour shift

Application question(s):

• Are you available to work on a shift pattern that encompasses 4 morning shifts, 4 afternoon/early evening shifts and four night shifts in a 20 day rotation?
• Do you live within easy commuting distance of Fleet, Hampshire?
• Do you drive and have your own vehicle?
• What is your notice period/availability to start?
• What is your expected salary?

Education:

• GCSE or equivalent (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)