Technical Support Representative

2 months ago

London, Greater London, United Kingdom Motability Operations Full time
About The Role

This is a customer-facing position within the Motability Operations IT Service Centre, where you will provide first-line phone support and second-line hardware support. The role is primarily focused on delivering exceptional customer service, with a strong emphasis on resolving technical issues in a timely and professional manner.

Key Responsibilities:
  • Customer Service: Respond to customer inquiries in a professional, friendly, and timely manner, providing solutions to technical issues and resolving customer complaints.
  • Technical Support: Provide tier-one desktop support to internal customers, answering incoming calls and resolving technical issues related to hardware and software.
  • Issue Management: Take ownership of customer issues, manage expectations, and provide regular updates on progress.
  • Liaison and Collaboration: Act as a liaison with technology departments to drive resolution and deliver results in accordance with agreed timelines.
  • Representation: Represent the IT Service Centre throughout the organization, promoting a positive image and upholding the company's values.
  • Decision Making: Use sound judgment to make decisions that maximize customer satisfaction and drive business results.
  • Continuous Improvement: Strive to continually improve personal performance, achieving team and departmental SLAs and KPIs.
  • Professional Development: Take responsibility for continuous self-development, progressing to tier-two support and account management, and providing exceptional support to specific areas of the business.
  • Process Improvement: Contribute ideas and suggestions for the proactive improvement and effectiveness of the Service Centre delivery.
About You

To be successful in this role, you will have:

  • Customer Service Experience: A minimum of [insert time period] experience working in a customer service or service centre environment.
  • Technical Skills: Strong technical skills, including experience with Microsoft Windows 10/11, Microsoft Active Directory, Microsoft 365 Applications, remote connectivity/VPN, LAN/WAN technologies, and HP hardware.
  • Problem-Solving Skills: Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions.
  • Development and Learning Skills: Strong development and learning skills, with a willingness to continuously improve and adapt to new technologies and processes.
About Motability Operations

Motability Operations is a unique organization that combines a strong sense of purpose with a real commercial edge. We provide worry-free mobility solutions to over 630,000 customers and their families across the UK, with a focus on delivering exceptional customer service and achieving outstanding results.

We pride ourselves on being an inclusive employer, with a culture that nurtures and empowers our employees to flourish. We offer a range of benefits, including a competitive reward package, pension scheme, annual leave, and access to healthcare apps and volunteering opportunities.

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