Support Desk Advisor

7 months ago

Stoke Prior, United Kingdom Velociti Group Full time

Here at EPM Bus Solutions, our industry-leading teams deliver award-winning software and strategic services across the bus industry. As part of Velociti Group, a leading software and specialist consultancy provider to the transport sector, our highly successful teams provide cutting-edge digital solutions to improve the operational and commercial performance of our customers.

We have an exciting opportunity for a Service Desk Advisor to join our team. Reporting to the Service Desk Manager the Support Desk Advisor will Provide Level 1 customer support. They will act as first touch customer contact, providing product and services information and efficiently resolve or escalate customer issues.

This is a full time role working 37.5 hours per week. We offer a hybrid working model with 2 days per week working from our offices, and 3 days per week spent working from home. Our offices are based in Oldham (Manchester) and Bromsgrove (Worcestershire) and are happy for teams to work from which ever location is easiest. We are open to discussions regarding salary, dependent on previous experience.

**Responsibilities**
- Effectively communicate with Service Desk colleagues either in person or remotely where applicable.
- Gather customer information and determine the issue and, if possible, the underlying problem
- Troubleshoot and if possible, resolve problems using internal support resources (knowledge base, FAQ’s) plus own product knowledge and initiative.
- Ensure all tickets are completed within defined customer Service Level Agreements.
- Proactively taking tickets appropriate to your skillset and capacity.
- Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged.
- Escalate issues that cannot be resolved to Level 2 support in accordance with defined protocols
- Input details of support queries into our customer support tracking software (Vivantio) and populate the knowledge database.
- Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy
- Maintain an up to date working knowledge of EPM & Omnibus products and services and deliver training sessions on products to colleagues
- Take a proactive approach to addressing support calls and identification of for example repeat issues
- Communicate with development and implementation teams as required.
- Take a flexible approach to requests to perform tasks as directed

**Requirements**:

- Minimum 6 months operational experience in public transport
- Attention to detail
- Excellent communication skills
- Ability to work to tight deadlines
- Customer focused
- Team player; enjoy working in a team environment
- Willingness to help
- Previous experience of allocating duties to drivers and dealing with covering duties
- To take initiative and take a methodical approach to problem solving
- Preferable: day to day experience of allocating duties to drivers and dealing with covering duties
- Ability to prioritise workload
- Be able to work under pressure

**Benefits**
- 25 days holiday plus bank holidays
- Extra days leave for Birthday
- Company Pension
- Income Protection
- Life Assurance
- Private Health Care
- Cycle to work

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