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Line
Service Support Job Description
Key
information:
·
Competitive salary based on experience
· Work from
home possibility (with full equipment set up)
· Reports
to Customer Care Management
· Full
training will be provided of systems and processes
· Optional
Overtime available for evenings and weekends
Responsibilities:
· Managing
personal ticketing queue, ensuring all tickets are progressed and updated at
regular intervals.
· Producing
documentation and knowledge-based articles where required
·
Flexibility to travel to some customer sites (on rare occasions) for training
purposes
· Providing
end-user support via remote technologies, remote support app and telephone
support
· Updating
and progressing 1st line tickets for team KPI
·
Supporting Manager with daily administrative duties, including but not
exclusive to; scheduling and dispatching field technicians, quoting service
visits and inspections, organising tools and parts for onsite jobs
·
Supporting Service Level Agreements ensuring customer response by agreed SLA
time
· AMF
Sustainable Oven Service support
· Analysing
all service visit reports to ensure recommendations have been executed
Requirements:
· The
individual should be able to use their initiative to prioritise calls and be
capable of working under pressure
· A
motivated, focused, friendly, patient, organised and assertive individual who
can work in a team
· Computer
administration
· Basic
computer operations including internet and email protocols, connectivity and
understanding of internet networking
· Strong
Customer Service skills
·
Electrical and mechanical trouble shooting
· PLC and
Hardware troubleshooting
· Detail
orientated
· Solid
Communication skills
· Solid
Problem-Solving skills with proficient attention to detail
·
Enthusiasm and a flexible/ “can do” attitude