Job Title: Senior Customer Support Advisor
Location: Farnborough
Salary: £27,000 - £28,000
Contract type: Permanent
#LI-Hybrid
About the role
•Integral part of team managing day to day customer requests, answering phones and general customer service queries
•Provide training and support to colleagues on new and existing processes for Premium accounts where new Business processes are identified create process documents to support the team.
•Supporting the Management team on sensitive and sometimes complex tasks, keeping in mind the business objectives.
•Offer advice, guidance and training on the systems to colleagues within the team and the wider
Please note that this is a Hybrid role with onsite requirement 3 days a week.
What you'll do
Objectives
Business.
•Prioritise, plan and manage own workload when faced with multiple tasks and work to deadlines and targets
•Reporting to the Mobile Support Manager any potential escalations, sensitive information on Premium customer accounts or occurrences within the Customer Service Team.
Customers
•Develop effective working relationships with key Premium customer contacts to ensure we continue to exceed customer expectations
•Support the Account Managers and establish a good working relationship to enable you to manage your accounts exceptionally
•Network support and troubleshooting
Team
•Responsibility for monitoring the Mobile Support ticket queue to ensure SLA's are not breached.
•Ensure workload is balanced throughout the team and assign out cases for training or capacity support.
•Ensure Daily and Monthly tasks are actioned correctly
•Sharing knowledge on Premium customer accounts, processes and general experience to all team members to enhance their understanding
•Helping team members and the management team with their workload when required
•Ongoing training and development with the team
•Attend weekly and monthly meetings, providing a solid input around the subjects
Requirements
What we are looking for?
Essential
* At least 2 years within a support role
* Experience working with Strategic/ Managed Service accounts
* Experience handling escalations and complaints
* Experience or knowledge on Intune/Maas/Jamf/Knox/DEP
Benefits
Who are we?
Aro has 25 years' experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.
As one of the UK's leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.
To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.
In 2021 we were awarded the People Insight's Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.
Why Work for Aro?
At Aro we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Aro a great place to work. Come join us
We offer a wide range of benefits and incentives to our employees including:
· 'Design Your Life' training and development programme
· Flexible working
· Company Pension Scheme and matching contributions
· Company Perks portal
· Private Medical insurance
· Life assurance
· days holiday plus bank holidays plus holiday trading
· Your Birthday off, on us
· Health Club and Wellbeing Scheme
· Aro Shares after 12 months employment
· Employee Assistance Programme
· Technical Training Academy and E-learning
If even 80% of this matches your experience and attributes, we would be delighted to hear from you.