Technical Support Representative

7 months ago

Chippenham, United Kingdom Peak Technologies Full time

**_Located in either of the 2 below locations:_**
- Unit1, Bumpers Way
Bumpers Farm Industrial Estate
Chippenham, Wiltshire
SN14 6LH United Kingdom
- Unit 11N, Ard Gaoithe Business Park
Clonmel, Co. Tipperary
E91 C3W8, Ireland

**Scheduling**:

- Monday-Friday starting at 6am, 7am, or 8am
- Full-time / ~39 hours per week

**JOB SUMMARY & SCOPE**
- Working within the Peak Technologies Service Desk to provide an exceptional Customer Service experience to all Peak Technologies customers. Ensure that our customers enjoy a positive experience and receive timely responses to queries and requests. To be the owner of the customer issue/incident until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.
- Develop strategic partnerships with key members of the Leadership team to ensure business issues are effectively addressed
- Work in a synergetic manner with the Leadership team to drive overall business improvement initiatives

**KEY ACCOUNTABILITIES**
- To record and resolve customer issues and incidents.
- To own the service SLA as contracted to our customers, ensuring Peak Technologies delivers on its’ promises.
- To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
- Identify opportunities for training and development which would increase the capability of the Help Desk Team to better service the needs of Customers.
- To ensure incidents and requests are processed to agreed Service Level Agreements (SLAs).
- Continually improve our Service Desk processes and quality of service to customers.
- Continually improve our customer and supplier relationships.
- To provide support to other Customer facing teams within Peak Technologies.
- To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time.

**EDUCATION + EXPERIENCE + KEY TRAITS**
- Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
- Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
- Proactive, self-accountable, assertive and self-motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
- Understanding of the key drivers to increase customer satisfaction - both in terms of quality and on time delivery.
- Ability to manage own time, organise workload and solve problems.
- Excellent team player with the ability to work independently under minimum supervision.
- Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
- Investigative skills associated with understanding symptoms and root causes of Customer problems.
- Computer literate and a good working knowledge of Microsoft Office.
- Excellent attention to detail.
- Excellent organisational and time management skills.
- Ability to embrace change.
- Flexible and able to readily accept appropriate responsibility.

**TYPICAL PERFORMANCE TARGETS**
- Ability to work to demanding delivery and pick-up deadlines and operate against Key Performance Indicators specific to the delivery and timely supply of service to our customers.
- Passionate about delivering an excellent customer experience

**LANGUAGE SKILLS**
- Primary language used in daily operations is English. Additional languages depending on role include Spanish, French, Italian, German and Dutch.
- Read and interpret documents, procedure manuals and various correspondence from both internal and external
- Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization

**SUPERVISION**
- No employee supervision is required.

**DECISION MAKING + REASONING**
- Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
- Ability to evaluate incoming technical information to deduce likely causes of incidents and suggest actions to resolve as effectively as possible.

**WORKING RELATIONSHIPS**
- Interfacing across all Peak Technologies Teams (Service Delivery, Sales, Operations, Procurement, Finance, IT).
- Customers
- Suppliers/3rd Line Support providers

**About Peak Technologies**:
Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions a

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