You will be providing excellent support to a range of customers from large corporate contact clients to small regionals, assisting with unit breakdowns ensuring a timely and professional resolution is reached.
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
Reference no: 26541
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