Digital Support Coordinator - New Milton, United Kingdom - Appello

Appello

Verified Company

New Milton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Appello

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre with the latest digital technology being created by ourselves and our partners.

Becoming the UK's largest monitoring centre, supporting over 200,000 people across the country, and developing the first digital telecare system has been no small feats.

Our ambitions though are still significant and as our population ages the requirements for services that empower people to live independent, happier and healthier lives will continue to grow.

At Appello, you can make a difference to people's lives. You'll be helping to transform lives through technology solutions, supporting the health, safety and security of vulnerable people.

You're trusted to deliver outcomes that improve lives. We know this isn't an easy task. It's not for everyone. So in return, you'll be well rewarded for your effort.

You'll be supported in your career - whether that's career progression, learning new skills or simply doing what you do well.

**_

Position:

Digital Support Coordinator - New Milton, Hybrid Working
**35 Hours per week - 9am to 5pm - Monday-Friday

Logging and assigning incidents via incident management system, quickly and accurately and providing 1st line fixes for low level problems.

You will also be maintaining relationships with external maintenance providers to ensure that escalated cases are resolved in a timely manner.

A large part f the role is building rapport with customers, providing excellent customer service and answering queries regarding outstanding cases.

You will need to follow standard procedures for the triage and proper escalation of unresolved issues to the appropriate internal or external teams.

Internally you will be liaising with other parts of the business. Also proactively monitoring of system notifications from customer sites logging cases as necessary.

Main Responsibilities and Activities

Cover the Digital Support phone line
Monitor proactive notifications from site servers and log calls as necessary
Follow documented procedures to triage problems and implement low level fixes before assignment to engineers
Escalate unresolved issues to 3rd party contractors for visits to site
Track the progress of externally escalated jobs to ensure adherence to SLA
Provide prompt and accurate feedback to customers
Ensure all issues are logged properly and accurately on case management system
Maintain professional and empathetic relationships with customers
Keep Digital Support Supervisor and Digital Support Manager apprised of significant ongoing issues
Assist with the production of customer reports

Requirements:

Qualifications & Training

Essential

GCSE's pass in Maths and English
Abilities with Microsoft products

Personal Attributes & Skills

Strong communication skills
Empathetic manner
Critical thinker and problemsolving skills
Positive 'can do' attitude
Experience of entering data quickly and accurately
Able to balance the needs of multiple tasks at once
Excellent telephone manner

Experience

Essential

Experience in a busy, customer facing role
Experience of performing general administration tasks
Ability to follow standard procedures consistently
Ability to diagnose and troubleshoot basic technical issues and implement fixes (full training provided)
Excellent problemsolving and communication skills
Ability to provide stepbystep technical help, both written and verbal

Desirable

Proven work experience as a 1st line IT technician or similar role
Understanding / experience of the Telecare industry
Knowledge / understanding of relevant Telecare standards

Other information:

Appello Perks

Annual salary of up to £20,500 per annum
23 days holiday rising to 25 days annual leave pro rata
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme
Family and friends' discounts on our services & products
Pension Scheme, up to 4% Company matched
Life assurance 2x annual salary

Ready to join our team?

To apply, you'll need to complete the following:

CV (Word doc or PDF files only) to include educational background information and work experience

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the Careers Team on