Support and Service Coordinator

6 months ago


Bury, United Kingdom Avoira Limited Full time

**Job Title**:Support and Service Delivery Administrator

**Location**: Bury

**Department**: Technical Services

**Company**: Avoira

**Salary**: £21,000

**Benefits**: Pension | Medical Cash Plan | Life Assurance | Discounted Gym Membership

The primary purpose of the role is to act as the face and voice of Avoira. To provide high quality 1st line support for all aspects of our business including UC, AV and Radio whilst working closely with our UC, AV and Radio Service teams, Sales teams, and management

**Responsibilities**:

- _Accurately log details of all faults as they are received on the CRM platform and ensure they are forwarded to the relevant team as required._
- _Liaise with the Installation & Project team to ensure the smooth handover of completed project information onto the Service Desk._
- _Provide regular and timely updates to the customer including the passing on of information from other parts of the business if required._
- _Log calls/faults and maintain dialog with subcontractors ensuring a timely fix whilst keeping the customer informed._
- _Liaise with internal departments (Accounts / Stores) where required to resolve / investigate issues._
- _Meeting and greeting visitors to the building ensuring the host is aware of their presence._
- _Deal effectively with all hardware equipment faults, issuing return notices for units still under warranty._
- _Embrace change and provide constructive ideas for improving service, working methods and environment._
- _Any other reasonable duties and responsibilities considered appropriate by the Management of the Company._

**Key Outcomes**:

- Successfully deliver an outstanding service to all customers.
- Resolve any customer issues in a timely and effective manner.

**Essential**:

- Experience of working in a technical helpdesk environment.
- Experience of interacting with online portals.
- Attention to detail and the ability to meet deadlines and service standards.
- Excellent Telephone manner.
- Ability to build good customer relationships.
- Good understanding of the Telecoms industry.
- A good knowledge of the relevant, PC packages (e.g, Outlook, Word and Excel).
- Ability to stay calm and focused under pressure.
- Good organisation and planning skills and ability to work well in a team.
- Dependable and flexible.

**Desirable**:

- Math/English Level C+
- IT Literate
- Experience of using CRM databases to log and manage customer tickets.
- Proven record of quality customer service excellence

**Job Types**: Full-time, Permanent

**Salary**: £21,000.00-£22,950.00 per year

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

Work Location: Hybrid remote in BURY



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