As a Junior Service Support Officer in our Aftersales Department, you will play a key role in delivering high-quality technical support and service coordination for customers across the EU. This position combines technical IT support, project coordination, and customer service to ensure seamless post-sale experiences in the telecommunications industry.
Key Responsibilities:
Project and Maintenance Support:
Assist in planning, organizing, and tracking IT maintenance and telecom service projects, ensuring milestones are met.
Monitor project and support status, proactively identify issues, and escalate to senior team members as needed.
Prepare meeting materials, agendas, and detailed minutes to facilitate effective collaboration.
IT and Technical Support:
Provide customer-facing and remote IT support, including helpdesk duties, troubleshooting telecom systems, and resolving network or equipment issues.
Assist in installing, configuring, and maintaining computers, software, and telecom equipment.
Train customers and internal users on new IT systems or updates to ensure smooth adoption.
Customer and Stakeholder Engagement:
Respond promptly to customer inquiries via phone, email, or in-person, providing clear and accurate resolutions to technical and service-related queries.
Build strong relationships with customers, team members, and external stakeholders to support service delivery.
Coordinate meetings and follow up on action items to drive project success.
Reporting and Documentation:
Prepare accurate reports and documentation on service progress, KPIs, and financial tracking to support audits and compliance.
Maintain detailed records of service logs, risks, and change requests to ensure transparency and accountability.
Analyse service performance data and customer feedback to provide actionable insights.
Risk, Quality, and Compliance:
Support risk monitoring and quality control to ensure services meet company and customer standards, even under tight deadlines.
Prepare cost estimates and service charge calculations, flagging discrepancies for resolution.
Ensure compliance with company policies and customer requirements.
Administrative and Team Support:
Provide administrative support, including organizing resources, managing files, and maintaining equipment.
Foster a collaborative team environment by supporting colleagues and contributing to a positive workplace.
Handle ad-hoc tasks to support service delivery and meet deadlines.
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