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Location: Uxbridge / Fully ofifce based
Permanent job / Monday to Friday (40 hour week)
Bonus: 3% of annual salary based on perfomance.
Brief description of role
The main function is to support customers at the first point of contact by phone e-mail or remote access software, with any breakdown issues or basic technical queries on their machine. The aim being to resolve the problem, or gain more information should the call need to be attended by an Engineer. This will minimise the number of breakdowns that require attendance, and the machine down time for the customer.
- Receive inbound calls from customers and make out bound calls where the breakdown has been received by other channels.
- Add clear notes on calls which are progressed for attendance
- Create service reports with a clear description once a call has been cleared over the phone
- Proactively Review remote access reports for faults on equipment likely to cause a breakdown
- Use Remote access software to log on to customers equipment (after their consultation) to resolve issues
- Give practical advice to the customer on cleaning the coffee machine or making small adjustments
- Work closely with the Scheduling Team to progress calls in a timely manner where attendance is required
- Assist the Service Desk Admin Team with Technical Queries
- Create estimates for service and other ad hoc work as required by the customer
- Highlight any potential escalations to the relevant Managers
Technical Customer Support Experience:
- Experienced technical knowledge and understanding of technical processes
- Proactive
- Flexible - willing to swap between tasks
- Good organizational and problem-solving skills
- Show initiative and self-motivation
- Follow company procedures and processes
- Passionate about providing excellent Customer Service
- Excellent telephone manner and good verbal and written communication skills
- Knowledge of SAP and Excel useful but not essential.
Please apply now if you have relevant expereince.
Thank you.
