Technical Support Representative

2 weeks ago

Chippenham, United Kingdom Peak Technologies Full time
** Seeking candidates with multi-lingual capabilities to include English, French, German, Spanish, and Italian. **
Located in either of the 2 below locations:
  • Unit1, Bumpers Way
    Bumpers Farm Industrial Estate
    Chippenham, Wiltshire
    SN14 6LH United Kingdom
  • Unit 11N, Ard Gaoithe Business Park
    Clonmel, Co. Tipperary
    E91 C3W8, Ireland

Scheduling: 
  • Monday-Friday starting at 6am, 7am, or 8am
  • Full-time / ~39 hours per week

JOB SUMMARY & SCOPE
  • Working within the Peak Technologies Service Desk to provide an exceptional Customer Service experience to all Peak Technologies customers.  Ensure that our customers enjoy a positive experience and receive timely responses to queries and requests.  To be the owner of the customer issue/incident until it has been successfully resolved, escalating to internal colleagues and teams as appropriate.  To represent the Customer in highlighting any service failings or improvement suggestions to the business.
  • Develop strategic partnerships with key members of the Leadership team to ensure business issues are effectively addressed
  • Work in a synergetic manner with the Leadership team to drive overall business improvement initiatives

KEY ACCOUNTABILITIES
  • To provide our customers with a first point of contact via phone, email or chat. 
  • To record and resolve customer issues and incidents.
  • Troubleshooting via telephone and Mobile Device Management (MDM) tools of hardware, applications, network, and user problems on mobile computing devices.
  • To own the service SLA as contracted to our customers, ensuring Peak Technologies delivers on its’ promises.
  • To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
  • Identify opportunities for training and development which would increase the capability of the Help Desk Team to better service the needs of Customers.
  • To ensure incidents and requests are processed to agreed Service Level Agreements (SLAs).
  • Continually improve our Service Desk processes and quality of service to customers.
  • Continually improve our customer and supplier relationships.
  • To provide support to other Customer facing teams within Peak Technologies.
  • To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time.

EDUCATION + EXPERIENCE + KEY TRAITS
  • Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
  • Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
  • Proactive, self-accountable, assertive and self-motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
  • Understanding of the key drivers to increase customer satisfaction – both in terms of quality and on time delivery.
  • Ability to manage own time, organise workload and solve problems.
  • Excellent verbal and written communication skills, especially telephone manner and email writing ability.
  • Excellent team player with the ability to work independently under minimum supervision.
  • Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
  • Investigative skills associated with understanding symptoms and root causes of Customer problems.
  • Computer literate and a good working knowledge of Microsoft Office.
  • Excellent attention to detail.
  • Excellent organisational and time management skills.
  • Ability to embrace change.
  • Flexible and able to readily accept appropriate responsibility.

TYPICAL PERFORMANCE TARGETS
  • Ability to work to demanding delivery and pick-up deadlines and operate against Key Performance Indicators specific to the delivery and timely supply of service to our customers.
  • Passionate about delivering an excellent customer experience

LANGUAGE SKILLS
  • Primary language used in daily operations is English. Additional  languages  depending on role include Spanish, French, Italian, German and Dutch.
  • Read and interpret documents, procedure manuals and various correspondence from both internal and external
  • Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization

SUPERVISION
  • No employee supervision is required.

DECISION MAKING + REASONING
  • Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
  • Ability to evaluate incoming technical information to deduce likely causes of incidents and suggest actions to resolve as effectively as possible.

WORKING RELATIONSHIPS
  • Interfacing across all Peak Technologies Teams (Service Delivery, Sales, Operations, Procurement, Finance, IT).
  • Customers
  • Suppliers/3rd Line Support providers


About Peak Technologies:

Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.

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