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Technical Support Specialist

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Field Operations
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WD30083507287 Requisition #

RESPONSIBILITIES

§  Provision of first level and second level support to deliver prompt responses/solutions to both internal and external customer questions/queries/requests as raised via Remedy, telephone and electronically via e-mail

 

§  Deliver prompt responses/updates/solutions within agreed SLA to both internal and external customers

 

§  Update and maintain all client details in Remedy

 

§  Responsible for all technical support operational BAU tasks including but not limited to; the co-ordination of call management involving construction and distribution of job cards to field service engineer team and/or third party contractors

 

§  Maintaining and updating Remedy with up to date and accurate information following first level, second level and third level intervention


CLIENT ENGAGEMENT 

·       Chair monthly/quarterly service review meetings with key clients to monitor performance against contracted SLAs and KPIs, plus ensure operational compliance and terms & conditions of contract are met

 

·       Manage and measure service levels, client satisfaction and other key performance criteria

 

·       Ensure trends in client needs are responded to and fed into the appropriate product development process

 

·       Proactively develop close working relations with clients with the aim to identify opportunities for the sales team to up and cross sell enhanced products and services

 

·       Escalate issues where necessary to Global Client Support Manager to ensure high client satisfaction is maintained at all time

 

·       Effectively represent the interests of ShopperTrak with both clients and suppliers

 


Knowledge/Skills/Experience:       

 

·       1 -2 year experience in a Technical Support role

 

·       Excellent written & verbal communication skills

 

·       Working knowledge of MS Office

 

·       Attention to detail

 

·       Good all round administration skills

·  Good PC literacy

 


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