Customer Support Coordinator

This role is a 6 months fixed term contract

The company provides critical solutions for the payments, telecommunications and transportation industries.

You will be responsible for the provision of Incident & Problem Management administration (logging calls and faults on the incident management system) and providing first line support to customers.

You will be responsible for the daily screening of service desk telephone calls, answering and escalating where necessary and progressing to conclusion. Meeting and greeting all visitors, internal and external. Working within a professional busy team, full training will be provided.

Key Responsibilities:

All support calls to be answered promptly and professionally
- 1st Line Support
- Contract & Commercial cover for all assets and works
- Validation of all incidents prior to assignment
- Incident Management
- Major Incident Report Production
- System / Device Manager Monitoring Key Accounts
- Conducting Customer Survey's
- Ensuring customer contractual requirements are monitored, audited and maintained in a controlled manner
- Production of Customer Reporting requirements, on time
- System Configuration and Maintenance
- Monitor asset inventory to execute support operation
- Incidents to be registered, acknowledged and assigned to appropriate resource within operational hours
- Skills Matrix Management
- Rota Management
- Producing contractual reports

Knowledge and Experience:

Essential
- Previous experience of working within a Customer Service & Support environment
- Familiar with ISO processes & procedures
- Knowledge of IT systems and applications
- Proven organisational and work prioritisation skills
- Strong attention to detail
- Strong knowledge of Microsoft Word and Excel

Desirable
- Knowledge of ITIL Methodology

Personal Attributes:

- Excellent communication skills at all levels
- Demonstrate time management and ability to prioritise tasks
- Communicates information clearly
- Able to work to tight deadlines
- Team worker and able to work to meet group objectives
- Proactive and positive approach to problem solving
- Performs well under pressure
- Confident and determined
- A friendly and approachable attitude to work

Qualifications:
Desirable
- GCSE in Maths and English, or equivalent