Customer Support Administrator
- Recruiter
- Confidential
- Location
- Nottingham
- Salary
- PAYE
- Posted
- 14 Jul 2021
- Closes
- 11 Aug 2021
- Sectors
- Admin, Secretarial & PA
- Contract Type
- Contract
- Hours
- Full Time
We're looking for a Smart Support Administrator to join the Smart Support Team for our client and play an integral part in the commissioning of smart meters. As a member of the team, you'll be acting as first line support, responsible for assisting a remote workforce of field operatives and aiding them through the end-to-end commissioning process. This will mean you will be troubleshooting fault issues over the phone and triaging problems, so a positive telephone manner and ability to problem solve is a must.
There will be an element of post installation activities and queries to deal with for example, managing and clearing data exceptions to ensure the smooth operating of service and highest performance is achieved.
AREAS OF RESPONSIBILITY / TASKS
* Act as the first point of contact for our Meter Installers identifying, triaging, and troubleshooting any issues that arise around the commissioning of smart meter installations.
* Provide first line support covering several issues that can be experienced during a smart installation job. This includes utilization of IT systems to resolve system issues, handheld terminal issues and smart device commissioning/decommissioning issues amongst others.
* Actioning supplier driven post job commissioning activities.
* Raising queries to other internal teams and 3rd parties when required
* Monitor network performance and service degradation impacts.
* Deal with post install commissioning queries and issues from other members of the wider Meter Operations team.
* Work data exceptions to ensure smooth operations and to hit contract Service Levels.
Knowledge & Skills:
* Understanding of Meter Operations preferable, but not essential.
* Expert communication and customer service skills - Call handling qualities.
* Ability to interact confidently with internal and external stakeholders to establish what the problem is and explain the solution.
* Ability to think logically and triage issues.
* Confident IT user. Including Microsoft Office skills.
* Flexibility to adapt to the priorities of the team.
* Proven ability to progress an issue through to resolution.
* Able to work collaboratively with others and be a strong team player.
* Pro-actively working towards improving customer satisfaction. Setting and exceeding customers' expectations to meet contractual demands.
* Ability to multi-task, set priorities and manage time effectively.
* Attention to detail is a must.
Experience:
* Experience of call handling or first line support preferable, but not essential.
* Experience within meter operations/smart metering environment preferable, but not essential.
* Experience in customer service preferable, but not essential.
* Experience of working with a remote workforce is preferable.
If you have the relevant experience and are based in Nottingham, please apply for this role.
Paying GBP9.50 PAYE per hour, looking for candidates to start in August
There will be an element of post installation activities and queries to deal with for example, managing and clearing data exceptions to ensure the smooth operating of service and highest performance is achieved.
AREAS OF RESPONSIBILITY / TASKS
* Act as the first point of contact for our Meter Installers identifying, triaging, and troubleshooting any issues that arise around the commissioning of smart meter installations.
* Provide first line support covering several issues that can be experienced during a smart installation job. This includes utilization of IT systems to resolve system issues, handheld terminal issues and smart device commissioning/decommissioning issues amongst others.
* Actioning supplier driven post job commissioning activities.
* Raising queries to other internal teams and 3rd parties when required
* Monitor network performance and service degradation impacts.
* Deal with post install commissioning queries and issues from other members of the wider Meter Operations team.
* Work data exceptions to ensure smooth operations and to hit contract Service Levels.
Knowledge & Skills:
* Understanding of Meter Operations preferable, but not essential.
* Expert communication and customer service skills - Call handling qualities.
* Ability to interact confidently with internal and external stakeholders to establish what the problem is and explain the solution.
* Ability to think logically and triage issues.
* Confident IT user. Including Microsoft Office skills.
* Flexibility to adapt to the priorities of the team.
* Proven ability to progress an issue through to resolution.
* Able to work collaboratively with others and be a strong team player.
* Pro-actively working towards improving customer satisfaction. Setting and exceeding customers' expectations to meet contractual demands.
* Ability to multi-task, set priorities and manage time effectively.
* Attention to detail is a must.
Experience:
* Experience of call handling or first line support preferable, but not essential.
* Experience within meter operations/smart metering environment preferable, but not essential.
* Experience in customer service preferable, but not essential.
* Experience of working with a remote workforce is preferable.
If you have the relevant experience and are based in Nottingham, please apply for this role.
Paying GBP9.50 PAYE per hour, looking for candidates to start in August