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About this roleWe’re looking for an experienced B2B Customer Service Representative with a background in the IT industry.You are passionate about the latest models of laptops and IT peripherals and strive to support business clients in choosing the best device, as well as troubleshooting issues in the deployment of their IT fleet, including logistical and technical matters.You have 2+ years of experience in a similar role, probably reporting to a Head of Customer Service of an established IT brand. About OoodlesIn the UK, 5 million Small and Medium Enterprises spend a whopping USD 5 billion every year on IT hardware, recycling less than 20% of it. Studies also show that companies lose up to 12% of payroll and productivity due to obsolete IT.Ooodles is a Device-as-a-Service platform that enables SMEs to equip their teams with the latest tech at the click of a button. We aim to transform the way small and medium-size businesses access IT with a one-stop-shop platform, giving finance and IT teams the tools, visibility, and control they need to manage resources efficiently, optimise spending, and drive business growth.Your responsibilitiesManage inbound emails, online chat and calls from existing business clientsQuickly identify the client and the reason for the callRaising support tickets to enable tracking and resolution of customer requestsInvestigating and resolving customer complaints then closing support ticketsMaintaining a database of customer informationEscalating inquiries to the appropriate team, when necessaryChecking product or service availabilityAssisting customers with registration or account creationPassing customer feedback onto the product or sales team to improve the organisation’s offeringsTracking key performance indicators (KPIs) related to the customer service department, analyzing data, and providing reports to management.  Experience and Skills2+years of experience in B2B customer support for an IT companySkilled with at least of the most common CRM tools in the market (we use FreshDesk)Ability to work calmly under high-stress situationsClear communication and listening skills and a strong command of the English languageStrong attention to detailMultitasking skills and good organisational abilitiesIn-depth knowledge of IT hardware and softwareSelf-motivated, results-oriented, independent worker.A down-to-earth, good-humored, kind person, like everyone else at Ooodles.Location Remote.What we offerA compelling package with a base salary and the opportunity to review your performance and compensation on a regular basisThe opportunity to build the foundation of the customer service function at Ooodles and lead itAn early-stage and fast-moving environment and an experienced management teamA friendly environment where trust, accountability, and learning from our mistakes are values cherished on a daily basis.