Customer Support Specialist
Zenergi
Senior Customer Support Advisor
ARO Technology
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £27,000 - £28,000 per year
Job Level
Senior
Tech Stack
CloudCyber SecurityJamfSpark
About the role
- 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
Requirements
- At least 2 years within a support role
- Experience working with Strategic/ Managed Service accounts
- Experience handling escalations and complaints
- Experience or knowledge on Intune/Maas/Jamf/Knox/DEP
