The Technical Support Administrator will be responsible for providing a high level of front line, customer service and technical support for all customers that rent our Powered Access Machines.
Under the supervision of the Regional Customer Service Manager, the Technical Support Administrator will be tasked with resolving helping customers to resolve any technical basic and common issues such as machine faults or breakdowns.
Key duties will include providing on-the-phone customer administrative and technical support, and facilitating engineer’s visits.
This position is the first point of contact for all incoming customer service issues and will act as the “face” of Rapid Access by ensuring that customers are treated in a professional, pleasant, and efficient manner.
KEY RESPONSIBILITIES
Front-line Support
Receiving calls for assistance from customers regarding Powered Access Machines problems
Working with customers to identify problems with their rented Powered Access machines and advising on solutions. Directing customers to take specific actions to try and resolve problems
Accurately logging and tracking all incoming customer queries
Continuously monitors the general voice mailbox and general support email boxes
Coordinating Engineer Support
Notifying the engineering team when equipment maintenance or repair is required
Coordinating with mobile engineers and arranging on-site assistance for complex issues which cannot be resolved over the phone. Informing customers of the estimated time of arrivals for breakdown attendance
Administration
Follow-up on and updating any site attendance paperwork
Updating self-help documents and instructions for customer use in an operational setting
Maintaining files and performing a variety of general office support work related to the activities of the department
Reporting and Analysis
Generating the weekly and monthly customer KPI reports
Analysing call logs to help identify common and underlying problems trends
Job Details
| Posted Date: | 2018-10-21 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Construction and Building |
| Company Industry: | Engineering |
Preferred Candidate
| Career Level: | Mid Career |
from Jobs in UAE | Bayt.com https://ift.tt/2PLKDKi
0 comments:
Post a Comment