Ecovend Helpdesk Support

Reconomy, an international circular economy specialist. Using a tech-enabled, people powered approach we have been able to support thousands of businesses across the globe to achieve their sustainability goals.

The culture that we have created at Reconomy has a strong and lasting emphasis on family, friendship and fun. We believe this culture to be highly infectious, making it far easier for new recruits and quieter team members to build their confidence, find their voice and flourish

This role is for ACM Environmental Ltd, part of Reconomy (UK) Ltd.

**Position Overview**: As a Help Desk Support member on our EcoVend Team, you will play a pivotal role in ensuring exceptional customer satisfaction and technical assistance for our reverse vending solutions. You will engage with customers to provide efficient support, troubleshoot issues, and contribute to maintaining our commitment to delivering premium service.

**Key Responsibilities**:

- **Issue Resolution**: Diagnose and troubleshoot technical problems, guiding customers through step-by-step solutions and escalating complex issues to appropriate teams when necessary.
- **Documentation**: Maintain accurate and detailed records of customer interactions, inquiries, comments, and actions taken to ensure a comprehensive customer support history.
- **Knowledge Base**: Contribute to the development and improvement of our internal knowledge base, creating articles and resources to help customers find solutions independently.
- **Collaboration**: Collaborate closely with cross-functional teams, including engineering and product development, to communicate customer feedback, issues, and suggestions for improvement.
- **Training**: Provide assistance to customers on product usage, features, and functionalities, ensuring they have a seamless experience with EcoVend solutions.
- **Quality Assurance**: Participate in quality assurance processes to help identify and rectify potential product issues before they impact customers.
- **Feedback Loop**: Gather customer insights and feedback, relay them to the relevant teams, and contribute to the continuous enhancement of our products and services.

**Qualifications**:

- **Education**: High school diploma or equivalent; technical certifications or relevant coursework a plus.
- **Technical Proficiency**: Basic understanding of reverse vending solutions and technology.
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to convey technical concepts clearly and effectively.
- **Customer-Centric**: Passionate about delivering exceptional customer experiences and resolving customer issues.
- **Problem-Solving**: Strong analytical and problem-solving skills to diagnose technical issues and provide accurate solutions.
- **Adaptability**: Ability to adapt to evolving technologies and processes in a fast-paced environment.
- **Team Player**: Collaborative mindset with the ability to work effectively within cross-functional teams.
- **Attention to Detail**: Meticulous in documenting interactions and troubleshooting steps for accurate record keeping.
- **Empathy**: Display empathy and patience when dealing with customers, understanding their frustrations and concerns.
- **Time Management**: Efficiently manage and prioritize multiple customer inquiries to ensure timely responses and resolutions.

**Preferred Qualifications**:

- Experience in customer support or technical assistance roles.
- Familiarity with reverse vending machine technologies or IoT devices.
- Knowledge of environmentally friendly practices and sustainability initiatives.
- Full UK driving licence
- Valid passport

This could be a great opportunity for you if you are someone who wants to be part of a fast paced, friendly team. Development could be an option in the future either in this team or within another department, so you can make this opportunity what you want it to be.

You will be office based but this role will involve frequent overseas travel.

Working hours are 8.00 am to 5pm (Monday to Friday) with a one-hour lunch break.

**Why work for Reconomy?**
- 24 days holiday, increasing to 25 days at 2 years’ service (plus bank holidays). Once you have 1 years’ service, you will be able to join the holiday buy/sell scheme, providing more flexibility in how you manage your annual leave.
- 1 volunteering day per year, to enable you to support local community projects.
- MyPerks - a benefits platform that offers a variety of discounts, cash back options, cycle to work scheme, mortgage advice and wellbeing support.
- Corporate discounts on selected local gyms.
- Life assurance.
- Enhanced Maternity leave.
- Company events.
- Employee referral programme.
- Have your birthday off (once you have 1 years’ service).
- Long service awards.
- Reward & recognition schemes.

Ready to start a career with Reconomy at ACM Environmental Ltd?

Simply click apply, and a member of our Talent Team will be in contact with you soon.