ARO Technology

Customer Support

• Integral part of team managing day to day customer requests, answering phones and general customer service queries
• Provide training and support to colleagues on new and existing processes for Premium accounts where new Business processes are identified create process documents to support the team
• Supporting the Management team on sensitive and sometimes complex tasks, keeping in mind the business objectives
• Offer advice, guidance and training on the systems to colleagues within the team and the wider
• Prioritise, plan and manage own workload when faced with multiple tasks and work to deadlines and targets
• Reporting to the Mobile Support Manager any potential escalations, sensitive information on Premium customer accounts or occurrences within the Customer Service Team
• Develop effective working relationships with key Premium customer contacts to ensure we continue to exceed customer expectations
• Support the Account Managers and establish a good working relationship to enable you to manage your accounts exceptionally
• Network support and troubleshooting
• Responsibility for monitoring the Mobile Support ticket queue to ensure SLA’s are not breached
• Ensure workload is balanced throughout the team and assign out cases for training or capacity support
• Ensure Daily and Monthly tasks are actioned correctly
• Sharing knowledge on Premium customer accounts, processes and general experience to all team members to enhance their understanding
• Helping team members and the management team with their workload when required
• Ongoing training and development with the team
• Attend weekly and monthly meetings, providing a solid input around the subjects

Senior Customer Support Advisor