Job Description

The successful candidate will have a minimum of 1 year's technical customer service and administration experience along with strong Microsoft Excel skills either on 2007 or 2010.
Duties and Responsibilities:
* Respond to requests for technical assistance via telephone and email
* Log all customer contacts in the CRM
* Create engineer service tasks
* Providing users with 1st line software support and help as required
* Keep customers updated with progress on their fault tickets
* Follow all processes and procedures
* Escalate problems to 2nd line as appropriate
* Manage the "Customer Care" email inbox
* Manage customer expectation
* Support engineer calls - commissioning new installs and services and ensuring all commissions are completed accurately following the correct process.
* Follow policies and procedures
* Closing engineer tasks on the day
* Assist Call Desk and Scheduling as and when required

Required Knowledge, Skills, and Abilities

* Excellent communication skills both written and verbal * Calm under pressure * Problem analysis and problem-solving * Adaptability * Planning and organising * Attention to detail * Clerical and administrative functions * Public relations/developing relationships * Handling information and following instructions * Co-operating and liaising