Audio Visual Helpdesk Support & Customer Service
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| Job Type | Permanent Full Time |
| Location | London. |
| Area | London South West, England |
| Sector | Engineer - Technical SupportEngineer - Helpdesk |
| Salary | £25000 - £27000 Per Annum DOE plus benefits |
| Currency | GBP |
| Start Date | ASAP |
| Advertiser | AV Jobs |
| Job Ref | AV30073~1203007 |
- Description
- The Opportunity
The purpose of this role is to provide excellent first-line support, manage all customer service requests and provide pro-active support to our client's service customers. The role also includes managing priority service accounts, selling service maintenance agreements, providing regular customer reporting and taking full ownership of the customer experience.
The successful candidate will be an integral part of the team, delivering excellent support to our client's customers and supporting business growth through services.
Manages all support requests for reactive and pro-active customer support.
Owns tickets and manages all updates through to resolution.
Provides clear and timely updates for all customer service requests.
Responsible for dispatch of technical resource or routing of tickets to technical resource. ·
Manages field reports from engineers.
Pro-actively monitors remote management software and creates tickets, as necessary, on detection of an issue.
Works to set, internal KPls to ensure service quality.
Manages an on-going preventative maintenance schedule in- line with customer requirements.
Ensures a consistently good overall service experience.
Customer Success Support
Manages priority service customers as a dedicated contact point for all service issues.
Provides service metrics reports to priority customers in-line with agreed customer timescales.
Provides pro-active service support, where required.
Manages any customer escalations, ensuring excellent communication and timely resolutions.
Responsible for new service agreement sales and renewal sales of existing service maintenance agreements.
Technical Support
Provides initial technical triage of issues in order to assign tickets to technical or field resource.
Pro-actively monitors remote monitoring software to identify issues and take action accordingly.
Capable of assisting customers with technical advice or support over the phone for high-level issues.
Based in South West London, salary circa £25k-£27k p.a. plus benefits
Your skills and experience
The successful candidate will have:
Excellent command of the English language, both written and verbal.
Excellent communication skills
Strong organisational skills and ability to successfully prioritise a busy schedule
Ability to confidently support customers and show a high level of empathy and engagement with customer issues
ITIL Foundation level qualification or higher
Experience:
2+ years working in a customer service role
Providing front-line customer support in a B2B or B2C environment
Experience with customer service terminology including KPls, SLAs and service metrics
Working to and meeting tight deadlines
Strong background in the AV, IT or Tech industries
Experience providing high-level technical advice to customers
Experience viewing or tracking issues proactively via a remote monitoring and management solution
Qualities and attitude:
Passionate about delivering excellent customer service
Tech-savvy, with a keen interest in technology and software
Eager to learn and comfortable picking up new skills on the job
Self-motivated - can work alone and as part of a team
A problem- solving attitude
An excellent team player with an eye for detail
An interest in continual improvement and always delivering in-line with customer expectations
System knowledge:
Good IT skills including being competent with Microsoft Office (Word, Excel, and PowerPoint)
Knowledge of customer service management, CRM and ticketing systems
A team player
Accountable for your work and actions
The Organisation
Our client is a leader in providing technically complex, high-end corporate and public sector AV services, their clients depend on their expertise and unfailing ability to provide high-end audiovisual equipment and service that works right every time.
The Recruiters
AV Jobs are the No 1 specialist Audio Visual Recruiter in the UK and work with clients and candidates to ensure a perfect job fit.