As a support member within the managed services team, your role is pivotal in helping to ensure our customers have a smooth and efficient experience when raising incidents and requests as part of their customer support journey.
There are 3 main elements to this role:
Initial tier 1 triage for new incidents and requests. This will operate via the support portal and phone calls
Actioning any tickets that are deemed to fall under the 1.5 support line bracket for all Totalmobile products
Being part of the primary support team for the Protect product. This includes software support, hardware support, configuring new devices, processing returns, handling stock, training and reporting. This role also provides support to the wider Protect teams such as customer success, finance and sales
This role will report directly to the Customer Engagement Hub Manager and working closely with the Managed Services Team Lead. This team is based out of the Rochdale office and requires an element of physical hardware set up and distribution. Therefore, it is expected you will be in the physical office for most days. Exceptions for this include those on an apprenticeship who will receive a day a week to work from home on work related to their apprenticeship course and exceptions agreed with your manager.
Daily tasks will include:
Supporting customers using the internal ticketing system
Communicating with customers via telephone and email providing end user customer support and product information
Device hardware provisioning, testing, and repairing
Creating and updating ad hoc customer and internal reports
Stock management
Assisting the Project Manager with new and existing client projects for Protect hardware
Preparing and distributing customer reports
Importing and updating existing data in a database using a GUI and bespoke tools
Ticket communication management
Engaging with smaller customers on an ad hoc basis to understand and resolve issues
Communicating with multiple support teams regarding triage incidents and requests
Actioning tickets that are classed as 1.5 line for all other TM products
Swapping between triage and Protect support
Work to SLAs
Ensuring customer interactions are logged and recorded against tickets
We will provide full support to develop and gain experience with other Total Mobile products.Training:You will work towards a level 3 Business Administrator Standard which will consist of monthly lessons on a day release to Rochdale Training.Training Outcome:To be confirmed upon successful completion of the apprenticeship.Employer Description:Totalmobile is a Field Service Management (FSM) provider passionate about improving work and mobile workers' lives. We are the UK leader with 375 staff across the UK and Ireland, and we support over 1,000 organisations and 500,000 workers to transform the delivery of field services and experience an exceptional return on investment. We are the UK leader as we have an integrated product suite within FSM that has been crafted together through organic growth and seven strategic acquisitions over the past number of years. This has made us one of the fastest growing software houses in the UK. This is a great opportunity for a person to join a growing organisation and be part of an experienced customer services team working with large blue-chip organisations throughout the UK and US.Working Hours :37-hours per week Monday - Friday, working hours TBCSkills: Attention to detail,Customer care skills,Number skills,Ability to work under pressure,Health and Safety Knowledge,Experience is desirable....Read more...
