Regional Support Administrator: Helpdesk/Customer Service

Job type:
on-site
Start:
ASAP
Duration:
6 months
From:
Generic Network
Place:
Bedfordshire
Date:
12/14/2011
Country:
flag_no USA

Project description:
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Regional Support Administrator: Helpdesk Support/Customer Support

* Provide administrative support for a world beating range of products, working within an established team of highly skilled support engineers
* Ensuring that all customer tickets are clear and concise and that all necessary details are accurately captured
* Pro-actively monitoring the helpdesk system for new tickets and ensuring these tickets are assigned to the appropriate engineer.
* Ensure that all customer tickets are up to date and reflect current status
* Ensure that each ticket is being driven to resolution by proactively getting updates from the owner of the next step in ticket resolution
* Escalating any tickets that are breaching established Service Level Agreements to the Regional Support Manager
* Chairing a regular ticket review status meeting with Customer Support and development teams across regions as appropriate for tickets that aren't being progressed in line with the agreed SLA
* Following up on tickets that are with the customer for feedback or next steps
* Work closely with the team leader of Post-Sales Support to ensure tickets land at the right person with minimum touch points by creating a current responsibility Matrix for product support.
* Working with IT to provide weekly metrics on agreed Ticket KPI's to the Regional Support Manager
* Advising the Regional Support Manager of any patterns appearing in the KPI's to enable the timely identification of product functionality or documentation issues
* Keeping customers updated with ticket status
* Work with the US and APAC Regional managers to Review tickets and scope requirements for administrative support in those regions
* To work as part of a team, sharing ideas and skills to the benefit of the Dept and Project.
* Ownership of other departmental administrative tasks such as equipment asset tracking

Essential Requirements
* Qualified to A level or equivalent
* >3 years experience in a customer-facing role helpdesk role working for a technology company
* Demonstrates Logical problem solving skills
* Experience of working with widely used industry standard CRM systems
* Good working knowledge of Microsoft Office and Windows environment
* Experience of using Excel to generate Customer support graphs and charts
* Proven ability to manage and maintain a good working relationship with key customer accounts.

Key Skills:
A level, customer facing, support, pre-sales, CRM, wireless, Microsoft office, windows, graphs, charts, Excel

If this role looks like something you might be interested in then please do not hesitate to forward me a CV - and I will be in touch!