Job Description

The successful candidate will have a minimum of 1 year's technical 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 organizing. Attention to detail. Clerical and administrative functions. Public relations/developing relationships. Handling information and following instructions. Co-operating and liaising.