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We are recruiting a Help Desk Advisor to work for a key client based in Kingswinford.
Role Purpose
The main purpose of the role will be to:
* Provide a professional and efficient support service to customers experiencing technical difficulties with our products.
Main Duties
* Ensure adequate staffing at the Help Desk and request assistance when needed, as arranged by the line manager.
* Respond promptly and professionally to customer needs, follow through on issues, and ensure advice given is effective.
* Manage incoming calls, prioritize them to ensure quality advice is distributed effectively.
* Report persistent problems to the line manager to maintain quality standards.
* Identify customer training needs for personnel using the Help Desk service.
* Achieve key results to meet targets and goals set by the business.
* Log all calls into the data system to provide management data.
* Provide monthly reports summarizing key activities for that period.
* Generate data to assist in understanding customers' training requirements.
* Inform the line manager of competitor product/price comparisons and technical activities for competitor analysis.
* Attend site visits with a technical team member or alone if required.
* Adapt to new technology to support future products.
Academic Qualifications/Experience
* Proven skills in electrical/mechanical disciplines.
* Experience in fault-finding with vending & Horeca equipment.
* Experience working in a fast, responsive, customer-facing environment.
Technical-Scientific Competence
* Knowledge of electro/mechanical vending equipment.
* Knowledge of H&S related to installation and maintenance of vending & Horeca equipment.
* Ability to communicate effectively with customers at all levels and internally.
* IT competence, including Microsoft Office.
* Experience with JDE & Salesforce is desirable.
* Minimum of 3 years' support experience with Horeca/Vending Machines is desirable.
* Ability to work as part of a fast, responsive team and be flexible within the team.
In return, the company offers a highly stable environment, full product support, a competitive salary, and benefits including 25 days holiday plus statutory holidays.
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