Smart Meter Support Agent

3 weeks ago

Nottingham, United Kingdom MSP Direct Sourcing Full time

**Job title**: Smart Meter Support Agent / Customer Service Agent

**Location**: Nottingham (NG7) / Hybrid - 2 days in the office and 3 days remote (First 2 weeks training on site)

**Contract length**: 6 months initial contract with potential to be extended

**Pay rate**: £10.90 per hour PAYE

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently looking for a Smart Meter Support Agent / Customer Service Agent on behalf of a well known company in the Energy and Utilities sector in Nottingham on a hybrid basis.

The Smart Meter Support Agent will join the Smart Support Team and play an integral part in the commissioning of Smart Meters. As a member of the team, you’ll be acting as first line support, responsible for assisting a remote workforce of field operatives and aiding them through the end-to-end commissioning process. This will mean you will be troubleshooting fault issues over the phone and triaging problems, so a positive telephone manner and ability to problem solve is a must.

There will be an element of post installation activities and queries to deal with for example, managing and clearing data exceptions to ensure the smooth operation of service and highest performance is achieved.

**Responsibilities**:
Act as the first point of contact for our Meter Installers identifying, triaging, and troubleshooting any issues that arise around the commissioning of Smart Meter installations.
Provide first line support covering several issues that can be experienced during a smart installation job. This includes utilisation of IT systems to resolve system issues, handheld terminal issues and smart device commissioning/decommissioning issues amongst others.
Actioning supplier driven post job commissioning activities.
Raising queries to other internal teams and 3rd parties when required
Monitor network performance and service degradation impacts.
Deal with post install commissioning queries and issues from other members of the wider Meter Operations team.
Work data exceptions to ensure smooth operations and to hit contract Service Levels.

**Key Skills/Experience**:
Experience of call handling or first line support is preferable, but not essential.
Experience within Meter operations/smart metering environment preferable, but not essential.
Experience in customer service is preferable, but not essential.
Experience of working with a remote workforce is preferable.
Confident IT user - Including Microsoft Office skills.
Flexibility to adapt to the priorities of the team.
Proven ability to progress an issue through to resolution.
Able to work collaboratively with others and be a strong team player.
Pro-actively working towards improving customer satisfaction. Setting and exceeding customers’ expectations to meet contractual demands.
Ability to multi-task, set priorities and manage time effectively.
Attention to detail is a must.
Understanding of Meter Operations is preferable, but not essential.
Expert communication and customer service skills - Call handling qualities.
Ability to interact confidently with internal and external stakeholders to establish what the problem is and ability to think logically and triage issues - explain the solution.

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