Permanent Jobs Berkshire
|Technical Support||£ 22000 23000||Reading||vc4010|
|JOB PURPOSE: Provide Tier 2 customer & engineering technical support in a fast paced, growing GPS fleet services company.
The job holder will work as part of a small multi-functional & highly skilled team handling a variety of questions and issues from customers and installers.
WORKING HOURS: The agent will be required to work Saturdays (the exact shift will depend on schedules, but is normally 8am-4pm), and will have Sunday off, as well as 1 day ff in the week (flexible on the day). The Helpdesk operates a shift pattern between 8am-6pm Monday to Friday. Typical hours include the early shift (8am-4pm), middle shift (9am-5pm) and late shift (10am-6pm), with half an hour for lunch and 2 x 15min breaks. Tech Support Specialists will be required to work any of these shifts as necessary, and may change on a day-to-day basis. However, due to the nature of the business and this role, from time to time the job holder may be required to work outside these hours.
MAIN DUTIES include, but are not limited to the following:-
Handle incoming calls from our Contact Centre, which would be transferred from customers, raising and investigating cases in Salesforce.com and responding to customers as necessary.
Providing technical support to our 3rd party installers for service work and new installations.
Handle emails from customers, colleagues and 3rd party engineering providers.
Responding to voice messages from installers left during busy times/out of hours.
For all contacts relating to an existing open issue, the job-holder is required to add a note to an existing case.
Diagnosing and troubleshooting Hardware issues, scheduling service work with engineers as the last resort.
Ensure engineering issues are identified and escalated in accordance with company handling policy and guidelines.
Identifying Software issues/bugs and transferring to Development, escalating high priority issues as necessary.
Liaising with internal support teams - Development, Finance or Sales - to resolve/escalate issues.
Managing customer and engineer subcontractor billing and payments using Netsuite to the highest level of accuracy. This will include End-of-Month wrap-up reporting.
Follow up with internal and external parties to ensure customer issues are addressed in a timely manner.
Make follow up calls to ensure customer is satisfied with the resolution of their issue/query.
OTHER DUTIES include, but are not limited to the following:-
Provide feedback on Customer requests/suggestions for changes and improvements to the system and other areas of service.
Provide support & assistance to engineers, providing them with courier details for new & service kit.
Undertake ad-hoc projects as required.
Team and Individual Performance Achievement
Required Skills / Experience/Attributes:
Problem solving skills; gathers and analyses information skilfully.
Good written and verbal communication skills, especially the ability to listen and comprehend effectively.
Ability to work independently planning their own agenda with little/no supervision.
Capable of sensitively managing difficult or emotional customer situations together with building rapport and trust for the future.
Ability to instinctively comprehend and, where appropriate, escalate issues efficiently and appropriately.
Prioritise effectively within tight schedules and a dynamically paced environment.
Enthusiasm and positive attitude in context to the role.
Strong work ethic and customer service orientation with outstanding integrity and ethics.
Commitment to professionalism, follow-through and attention to detail.
Superior internet and computer skills.
Aptitude for learning new technology.
Ability to work flexible shift, which may include early morning hours, late night hours or weekend hours, as and when required.
Basic electronic hardware & software troubleshooting experience.
Understanding of mobile devices, GPS & GSM networks.
Experience with support applications, tools and processes.
Experience in systems engineering in GSM wireless networks, mobile devices and GPS.
Experience in vehicle tracking and diagnostics (Telematics)
CS or Engineering background a plus
Experience with PC/MAC browsers, Excel, Microsoft Office
Preference for Verbal, comprehension and written European language skills to a satisfactory standard.
Full training will be given in our Reading office.
If you wish to apply for this job then please send your CV stating job title and reference number to firstname.lastname@example.org
If you have already registered and are interested in this job then please give Bev, Katie, Emily or Jane a call - YOU DO NOT NEED TO RESEND YOUR CV.
T: 0118 304 1877