Technical Support Administrator

4 weeks ago

United Kingdom Chiptech International Limited Full time

Job Title – Technical Support Administrator
Department – Product and Brand
Working Hours – 8:30 – 16:30 or 9:00 – 17:00

Role Overview

As a first Line Technical Support Administrator you will play a key role in the customer onboarding process supporting the remote Account Management and Sales Team with Technical Tasks and processes such as customer setup, configuration forms, configuration testing and fleet update co-ordination and reporting. As skills and knowledge develops, you will be able to support with first line technical support and cover for absences and annual leave, providing a clear progression path within Chiptech.You must log and assign cases via our purpose-built Case Management System quickly and accurately. Ongoing ticket management is equally important, you will be coordinating rapid and appropriate responses keeping the customer in the loop of progress made and resolutions. Building rapport with customers and providing excellent customer service is key to this role.As a member of the Technical Support Team you will follow standard processes for the logging, escalation and resolution of technical tickets and task requests raised by customers and colleagues. You will co-ordinate with other internal teams to reach the best possible outcomes for customers. As part of our culture of continuous improvement and innovation, you will contribute to the development and implementation of new and improved processes to ensure the department is always working at its best.Key to success in this role will be solid understanding of Chiptech’s Products and Services alongside IP Infrastructure and Mobile Networks. This position requires an eye for detail, exceptional communication skills, an aptitude for learning, the ability to excel under pressure and manage tasks and requests simultaneously.

Key Responsibilities

  • Co-ordinate customer onboarding tasks such as configuration forms and configuration testing
  • Co-ordinate customer fleet updates and report on progression and fleet health
  • Administer the warranty return process and update related tickets
  • Complete warranty return testing and relevant outcome forms
  • Complete the SIM Deactivation and Activation Process on Customer Request
  • Complete log pulls required for technical investigations
  • Support with ticket reporting and analysis
  • Provide remote support and configuration updates for customers
  • Log, track, and update actions within the CRM ensuring escalation points and response is in line with criticality and business SLA’s
  • Work in collaboration with all areas of the business to ensure that lessons are learnt through support calls and documentation, video and training materials are constantly improved
  • Ensure all issues/calls/tickets are properly logged with detailed and auditable action logs and information
  • Document technical knowledge and facts in notes and manuals for sharing with the wider team
  • Develop and maintain professional and empathetic relationships with our customers and partners
  • Support the Marketing Department with the development and maintenance of technical materials.

Key Skills and Attributes 

  • Interest and aptitude for technology and IT
  • Communicate well with stakeholders and across departments
  • Follow set processes and provide feedback on improvement areas
  • Great communication skills both via written and spoken form
  • Ability to talk through technical projects either from a professional or personal standpoint
  • Can work and be calm under pressure
  • Recognize trends and feed ideas and improvements to the management team
  • Functional excel skills to analyse device and CRM data
  • Successfully prioritise and manage complex workloads
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