Customer Technology Coordinator

2 weeks ago

Telford, United Kingdom Reconomy Full time

Job Summary

Working within the Recycle Loop and reporting to Data and Reporting Manager for C,H&I, the Customer-Facing Technology Coordinator will play a vital role in supporting and mobilising customers on our bespoke technology offerings, ensuring their experience is seamless. You will be the primary point of contact for customer and internal staff queries and issues relating to the division’s customer-facing tech products. Your responsibilities will include supporting customers in resolving operational and technical issues, mobilising them on new technology, and working closely with technical support and development teams. Your tech-savvy approach, proactive communication, and understanding of industry-specific quirks will be instrumental in ensuring a positive customer experience.

Accountabilities and Responsibilities

Customer Support : Provide excellent customer support for users of our bespoke technology offerings (Portal, Smartwaste integration and mobile app; Tipping, Sitebuddy and Site Appraiser), including triage, and troubleshooting operational and technical issues. Act as a liaison between customers and the technical support team, ensuring timely resolution of issues.

Technology Mobilisation : Lead the mobilization of customers on new technology offerings, including user set-up, and configuration. For our data integration offering (Smartwaste) there will be configuration data manipulation, mapping, and loading. You will conduct training sessions and provide documentation to ensure customers can effectively utilise new technologies.

Issue Resolution and Collaboration : Work closely with technical support and development teams to understand progress, estimated time of fixes, and the root causes of issues. Articulate technical details to customers in a clear and understandable manner.

Proactive Communication : Proactively communicate with customers to address potential issues before they arise and keep them informed about updates, enhancements, and new features.

Customer Confidence Building : Build and maintain strong relationships with customers, instilling confidence in our technology offerings and services. Act as a trusted advisor, understanding customer needs and providing tailored solutions.

Ticket Stats Tracking : Track high-level ticket statistics to identify themes and trends in customer-reported issues. Provide insights to internal teams for continuous improvement and proactive issue resolution.

Documentation : Create and maintain documentation related to customer support processes, issue resolutions, and technology mobilisation procedures.

Industry Knowledge : Leverage knowledge of the outsourced waste management industry to understand and address industry-specific quirks that may contribute to customer issues.

Experience

Customer Service : Proven experience in customer-facing roles, preferably in a technology support or coordination capacity.

Tech-Savvy : with a passion for technology and a 'bit of a geek at heart.' Familiarity with mobile applications, integrations, and basic troubleshooting.

Ticketing/Case Management : Familiarity with ticket tracking and basic data analysis.

Industry Experience : Knowledge of B2B outsourced services is highly beneficial.

Skills

Key skills that would make you an ideal candidate for this role include:

Troubleshooting : Strong problem-solving skills and the ability to articulate technical details to non-technical users.

Methodical and Analytical : Customers may experience technical issues which may relate to non-technical causes (e.g. account on stop). You will need to be highly methodical and analytical in your approach to establishing and capturing the facts. Some issues you will be able to resolve other may need to be escalated to the IT helpdesk and/or engineering team, therefore you will need to conduct detailed triage steps to ensure you have everything you need to progress to resolution.

Communication : The customer may be in a time-sensitive situation when encountering issues. You will need to manage expectations and possess excellent communication to keep them appraised of progress and next steps.

Proactive and outgoing : As above some issues will be time-sensitive, you will have the ability to build rapport and instil confidence in customers.

Vacancy Type Internal and External Entity Reconomy

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