We are recruiting a Help Desk Advisor to work for a key client based in Kingswinford.
The main purpose of the role will be to:
Provide a professional and efficient support service to customers who are experiencing technical difficulties with our products, helping us achieve customer satisfaction.
The main duties will be:
1. Ensure adequate staffing at the Help Desk and request assistance when staffing falls below the minimum level, as arranged by the line manager.
2. Respond quickly and professionally to customer needs, follow through on issues, and ensure the advice given provides an effective solution.
3. Manage incoming calls, prioritize them to ensure quality advice is effectively distributed.
4. Report persistent problems to the line manager to maintain quality standards.
5. Identify customer training needs for personnel using the Help Desk service.
6. Ensure key results are achieved to meet targets and goals set by the business.
7. Log all calls into the data system to provide management data.
8. Provide a monthly report summarizing key activities for that period.
9. Generate data to assist in understanding customers' training requirements.
10. Inform the line manager of competitor's product/price comparisons and technical activities for inclusion in the competitor comparison file.
11. Attend site visits with a technical team member or alone if required.
12. Ability to learn and support new technology related to 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 relating to installation and maintenance of vending & Horeca equipment.
* Ability to communicate effectively with customers at all levels.
* Ability to communicate with internal teams.
* 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 a full range of benefits including 25 days holiday plus stats.
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