Enterprise Support Customer Advisor

2 months ago

Worcester, United Kingdom Pescado Full time

**Description**:
**Job Title**: Customer Support Advisor

**Location**: Worcester / hybrid

**Salary**: £21,000 - flexible

**Contract type**: Permanent

**About the role**

An exciting opportunity exists for a Customer Support Advisor to join an exciting team in our Worcester office You will be responsible for the delivery of exceptional customer satisfaction across our customer base ensuring the delivery of a personal, tailored approach aligning support according to our SME / Major customers.

Working within our customer service team this role manages the customer experience including implementation and day-to-day management for designated accounts. The role covers customer queries, fault logging, troubleshooting, new order implementation and logistics support.

**What you’ll do**
- Delivering exceptional customer service to all external and internal customers within Arrow and to be able to work effectively and collaboratively
- Offering technical assistance on the configuration, set up, maintenance, and troubleshooting of collaboration systems, hardware, and software.
- Resolving problems with networks and other suppliers/vendors
- Prioritise, plan and manage own workload when faced with multiple tasks and work to deadlines and targets
- Be a contact point for customer queries both externally and internally for any customer related issues
- Following up with customers to ensure full resolution of issues
- Develop effective working relationships with key customer contacts to ensure we continue to exceed customer expectations
- Support the Account Managers and establish a good working relationship to enable you to build relationships with accounts contacts and peers
- Ongoing communication with consumer accounts across all levels.
- Responsibility of case work queue alongside team members, working together to maintain and enhance the Arrow standard
- Helping other team members with their workload when required
- Responsible for assisting the customer with their questions about supported software and platforms, ensuring adherence to company processes, policies, and customer SLAs/OLAs.
- Day to day management of our proactive monitoring software; includes logging all related service desk cases and dealing with them as per the service guidelines.
- Log information on cases and calls received and maintain detailed and accurate records.
- Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers).
- Pursue personal development of skills and knowledge necessary for the effective performance of the role.

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