Technical Response Advisor
3 days ago
Checkit’s Technical Response Team support one of our key accounts, a major UK supermarket retailer, with management of their in-store refrigeration plant and refrigerators. Using our various onsite monitoring equipment, we are able to remotely interrogate issues following a critical breakdown on site, taking ownership of the problem. We speak to the store, help to diagnose the problem, and provide stock saving guidance if required. We will arrange for a third party engineer to visit and resolve the issue, liaise with that engineer to understand what happened, and report back to the customer with our findings.
This is a shift based role so please ensure you are happy to work the shifts detailed below before applying.
What you'll be doing
- Working to a scheduled rota system as a member of the Technical Response Team providing technical support for all our customers and their contractors.
- Responding to, interrogating and managing automated technical alarm calls generated by our call centre software, completing all required actions or customer contact pertaining to the incident.
- Documenting and recording all actions taken in accordance with company policies and the team alarm handling procedures.
- Providing daily, weekly, and monthly reporting on customer asset performance.
- Developing and maintaining sufficient knowledge following initial formal product training, on the principles of refrigeration, HVAC and onsite monitoring systems.
- Providing technical support to the 1st Line Customer Support team as well as our customers on technical queries.
- Carrying out controlled software configuration updates, system downloads, system information retrieval and in house configuration testing.
What we're looking for
- A background in customer service roles.
- Experience in talking to customers on the phone, answering questions, dealing with queries, providing support, giving guidance and solving problems.
- A great phone manner, and good written and spoken English.
- Well organised with good problem-solving skills and the ability to troubleshoot issues.
- Accurate with strong attention to detail, IT literate and able to pick up new systems quickly.
- Good listener with strong communication skills.
- Adaptability, patience, empathy and resilience.
- Commitment, high levels of internal motivation, and a positive attitude.
- Genuinely excited to help customers and deliver brilliant service.
- Able to work on a rota basis covering customer support 365 days of the year onsite in our Operations Centre in Fleet. Our shift pattern rotates around three shifts: 07:00-14:00, 14:00-21:00 or 21:00-07:00. You'll work four days on one shift, then four days off, then four days of the next shift, then four days off, then four days of the final shift, then four days off, then back to the start.
What's in it for you
Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:
- Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge
- Your birthday off in addition to your annual leave allowance
- 2 mental wellbeing days off per year, to take the time to reset and look after yourself
- Life insurance at 4x your basic salary
- Up to 20 paid sick days in any rolling 12 month period
- Income protection insurance to pay your wages if you need extended time off work due to illness
- Health cash plan to help with the costs of optical, dental and support for your mental wellbeing
- Contributory pension scheme
- Share award scheme, allowing you to be rewarded for our future success
- Enhanced maternity and paternity pay, and paid loss of pregnancy leave
- Up to 60 days “work from anywhere” per year, allowing you to work from overseas
- Unlimited access to thousands of courses on LinkedIn Learning
About Checkit
Checkit optimises the performance of people, processes and physical assets with connected digital solutions. We help companies with remote, deskless workforces to schedule, manage and analyse the activities of their teams to deliver improved productivity, engagement and cost savings. Via digital assistants that provide guided workflows, powerful dashboards that provide insights into critical activities and bring dark operations to light, and smart sensors that monitor critical assets and building facilities, we give leadership teams the ability to schedule and plan activity, and know what is happening as it happens, while making life much easier for their teams at the frontline. These real-time workflow, monitoring and analytics services enable safe and productive work, efficient operations and data-driven insight to continually improve performance in large, complex organisations.
We work across four main sectors - healthcare, pharmaceutical, life sciences and biotech; facilities and building managemen
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