This role will be within the Peak Technologies Service Desk to provide an exceptional Customer Service experience to all Peak Technologies customers. Ensure that our customers enjoy a positive experience and receive timely responses to queries and requests. To be the owner of the customer technical issue/incident until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.
THE ROLE
* To investigate and resolve customer issues and incidents.
* Troubleshooting via telephone and Mobile Device Management (MDM) tools of mobile and network hardware, applications, configurations and other technical issues.
* To own the service level agreements as contracted to our customers, ensuring Peak Technologies delivers on its’ promises.
* Ensure the Customer is kept fully informed of the steps taken to resolve their issue, especially important on longer investigative issues where multiple escalations are required.
* Identify opportunities for training and development which would increase the capability of the team to better service the needs of Customers.
* Act as Peak Technologies Major Incident Manager/Technical Lead for P1 issues where required. Attend and contribute to Customer chaired P1 Major Incident calls. Contribute to the write up of Major Incident Reports.
* Support and configuration of Customer wireless networks, working primary with Peak Technologies partner technologies.
* To provide support to other Customer facing teams within Peak Technologies.
* Contribute to and attend Customer Service Reviews to represent Service Desk and receive feedback on the service delivered.
WHAT WE'RE LOOKING FOR
* Proven hands-on knowledge and understanding of the customer service process in a technical customer support environment.
* Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
* Understanding of the key drivers to increase customer satisfaction – both in terms of quality and on time delivery.
* Excellent verbal and written communication skills, especially telephone manner and email writing ability.
* Computer literate and a good working knowledge of Microsoft Office.
WHAT TO EXPECT
This role will be a 4 on - 3 off shift pattern, working a 40 hour week (so 4 10 hour days in the week).
You'll have a hybrid working pattern, some office and some remote working days.
24/7 Employee Assistance Programme.
Private Medical Scheme, including dental, optical, and mental health support.
Access to a 24/7 GP service.
Life Assurance of 4x gross annual salary.
WANT TO LEARN MORE?
If this role sounds of interest to you, but you want to hear more - please contact us at hr-europe@peaktech.com.
About Peak Technologies:
Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.