ARO Technology

Senior Customer Support Advisor

ARO Technology

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Salary

💰 £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