1st Line Technical Support Job in Greater London Tw1 1Rq, London Uk
Position: 1st Line Technical Support
Division: Service
Reports to: Service Desk Manager
Overview
Working in the Service team, this busy role will involve dealing with AVM’s clients on a daily basis. You will deliver to all clients excellent customer service via the phone ensuring that all technical faults are potentially solved and logged. The role will be based in the St Margarets Office.
Role and responsibilities
· Answering incoming calls within an appropriate time frame, to a high level of customer service.
· Active participation in team communications and activities.
· Logging calls accurately and to AVM standards, in the Call Management system.
· Managing tickets through to resolution, ensuring all updates and relevant communications are recorded, and passed to the relevant internal support team.
· Making outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and logged.
· Escalating to internal departments and within the SLA if the fault is outside the support scope.
· Updating the end user and ensuring all relevant parties are kept in the loop at all times.
· Informing key personnel within the Service Desk of any High Priority calls.
Skills required
· Excellent communication, drive and decision making skills.
· A team player is essential.
· Either Experience with Smart board, Promethean board and projectors or AV conferencing systems including Polycom and Tandberg would be beneficial.
· Previous experience with managing warranties and logging RMA’s with manufacturers would also be beneficial.