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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, allowing us to achieve.
The main duties will be:
Ensure adequate staffing at the Help Desk and request assistance; to be arranged by the line manager, should this fall below the minimum level.
Respond quickly and professionally to customer needs, following through issues and checking the advice given is adequate to provide a solution.
Manage the balance of incoming calls, prioritizing them to ensure quality advice is distributed effectively.
Report persistent problems to the line manager to ensure quality standards are being met.
Identify customer training needs for personnel using the Help Desk service.
Ensure key results are achieved to meet targets and goals agreed by the business.
Log all calls onto the to the data system to provide management data.
Provide a monthly report collecting and summarizing information defining the key activities for that period.
Generate data on behalf of the Technical Help Desk to assist in the understanding of customers' training requirements.
Inform the line manager of any competitor's product/price comparisons and technical activities, which will be added to the competitor comparison file.
If required attend site visits with a technical team member or on your own
Ability to take on new technology to support our future products.
Academic Qualifications/Experience
- Proven skills in electrical/mechanical disciplines.
- Experienced fault-finding ability with vending & Horeca equipment
- Working in fast responsive customer facing environment.
Technical-Scientific Competence
- Knowledge of electro/mechanical vending equipment
- Knowledge of H&S relating to Installation & Maintenance Vending & Horeca equipment
- Ability to communicate with customers at all levels
- Ability to communicate with internal functions.
- IT Competence
- JDE & Salesforce experience desirable.
- IT Microsoft Office Package Skills
- Minimum of 3 years Horeca / Vending Machine support desirable
- Work as part of a fast responsive team.
- Flexible within team
In return the company will provide a highly stable environment to work within, full support with the products and a competitive salary and a full range of benefits including 25 days holiday plus stats.
