Job Title: Service Support Advisor
Location: UK-Kent-Tunbridge Wells
Overview:
VisionTrack is a leading provider of video telematics solutions, offering innovative technology to enhance fleet management and safety. Our cutting-edge products empower businesses to optimise operations and improve driver safety through advanced video and AI technologies.
An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. A can-do attitude is a must and enjoyment of technology. Ability to learn on the go with attention to detail. Processing the close of service tickets attended by service engineers. Analysing job sheets, validating data and providing administrative support within the service ticket process.
Responsibilities:
Monitoring Service Tickets from start to completion.
Reviewing and validation of service job sheets for accuracy.
Validating Service Reports (Job sheets) from 3rd Party Suppliers.
Validating Warranty Status on service tickets.
Closing Service Tickets.
Raising customer invoices for service tickets.
Liaising with customers – Purchase Order requirements
Liaising with internal technical support to validate product usage.
Liaise with 3rd party suppliers regarding service levels.
Escalations to 3rd party suppliers.
Service Ticket queries and follow through to resolution
Manage invoice queries from 3rd Party suppliers.
Support Account Managers on ticket volume reports for key accounts.
Attend 3rd party and customer meetings (online), providing feedback and overviews
Validating labour costs, product used.
Reviewing and validating 3rd party supplier purchase orders.
Sense check billing data reports for allocated customers.
Platform validation. – use of internal platform for vehicle / project monitoring.
Monthly Service Billing for key accounts.
Qualifications:
A good knowledge of computer systems and a keen interest in technology is required.
Excellent communication skills: verbal and written.
Customer Service orientated.
Detail orientated.
Administration experience.
Ability to prioritise and multitask
(Microsoft Office 365), Use of other internal bespoke systems. – strong excel an advantage
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