Job Description

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

Skills required:

* 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

Required Knowledge, Skills, and Abilities