The posting
Summary of the position:
- Support services provide high quality operational and technical application and systems support to PMC’s customers and internal business functions. This entry-level Graduate Trainee role is crucial to ensure great customer satisfaction for our customers and resolving customer issues effectively at the first point of call.
- As our support team is co-located in the UK and India, cross-cultural awareness and clear communication skills are essential. While this is primarily a customer-focused role, a strong interest in technology, willingness to learn, and a passion for providing impeccable service to our customers are key to success in this position.
Key accountabilities:
- Assist and coordinate with the local and global Support Leadership teams to carry out day-to-day activities, ensuring a consistently high level of service delivery.
- Answer incoming customer queries in a professional, courteous, and prompt manner, in line with PMC standards and defined SLAs.
- Accurately log incidents and requests in real time within the IMS tool, capturing detailed problem descriptions, actions taken, and assignment trails.
- Learn, follow, and contribute fresh perspectives to PMC’s standard operating procedures and application support best practices.
- Track assigned tickets through to resolution under guidance, ensuring all regular updates and relevant communications are documented.
- Provide callers with their unique ticket reference numbers and set appropriate expectations.
Analyze reported issues systematically by:
- Asking probing and relevant diagnostic questions
- Applying learned system knowledge and logical troubleshooting
- Referencing training materials, process documents, account handbooks, and knowledge base articles
- Seeking assistance and guidance from senior team members in the UK or India
- Make outbound calls to customers and 3rd party providers, ensuring clear, accurate, and concise communication.
- Maintain regular communication with clients and internal team members regarding assigned tasks, escalating potential delays or blockers to management early.
- Act as a brand ambassador by understanding the importance of PMC’s reputation and consistently upholding service excellence.
Please note: This role operates on a rotational shift basis to ensure sufficient coverage for 24/7 client requirements
Requirements
Skills and Experience | Essential:
- Fully fluent in English (written and verbal).
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent internship experience in technical/customer support).
- Strong fundamental interest in IT systems, software applications, and customer service.
- Excellent interpersonal, listening, and communication skills.
- Strong logical thinking and foundational problem-solving aptitude.
Skills and Experience | Desirable:
- Basic understanding or exposure to retail, hospitality, or leisure technologies (e.g., EPOS/tills, reservation systems) through academic projects or internships.
- Familiarity with basic IT support concepts, service desk functions, or SLA principles.
- Basic hands-on experience with ticket management tools or technical troubleshooting during college coursework/projects
Personal attributes:
- Strong customer-first mindset with a keen desire to deliver high-quality support.
- Proactive learner with a strong curiosity to pick up new technical tools, processes, and applications quickly.
- Self-motivated, highly professional, and dependable in seeing assigned tasks through to completion.
- Empathetic communicator who works well in diverse, cross-cultural teams.
- Ability to multi-task, prioritize tasks, and remain calm under pressure.
- Adaptable and flexible to changing business needs and shift patterns.
- Strong organizational skills with keen attention to detail.
- Positive ‘can-do’ attitude and a active team player eager to contribute and grow.
