Job Title: DMAAS Analyst
Salary: £25,000 p/a
Location: Livingston
Setting: Hybrid / 2 days working from home after probation
Benefits
* Private Healthcare
* Pension
* 25 days holiday rising to 30 over 5 years
* Group life insurance
* Income protection
* Gym Discounts
* Free Fuel Fridays
* Employee of the Quarter
* Employee Referral programme
Overview
We have an exciting opportunity for a DMAAS Analyst at our office in Livingston. This hybrid role involves managing relationships across bespoke customer contracts that require the Hardware Support Team to deliver a repairs and maintenance support service as well as supporting customer contacts via phone, email and through self-service portals.
Responsibilities
* Maintain a high degree of customer service for all support queries and take ownership of user problems.
* Support users/customers in all hardware support returns and repairs processes and the management of supply new equipment or collecting old equipment.
* Answer and respond to calls according to process and policy and resolve issues directly.
* Act as a 'service representative' for appointed services and take responsibility for ensuring the customer journey exceeds expectation.
* Manage the day-to-day operation of the team and the allocation and management of workload delivering against agreed SLAs.
* Work with the Hardware Support Manager to develop and improve process and manage customer relationships.
Qualifications
* Administrator or Customer Service professional with excellent communication skills and a strong attention to detail.
* Experience using call tracking/ticketing systems and following call-handling procedures.
* Accurate and efficient data entry, with the ability to clearly summarise and update incidents.
* Strong communication skills, keeping customers and stakeholders informed throughout.
* Ability to assess issues and negotiate appropriate resolutions.
* Professional, confident telephone manner with clear and positive tone.
* Excellent written English, with strong grammar and attention to detail.
* Team player with the ability to build effective working relationships.
We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role.
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