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    Service And Support Admin - United Kingdom - Chiptech International Limited

    Chiptech International Limited
    Chiptech International Limited United Kingdom

    3 days ago

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    Description
    Job Title – Technical Support Administrator
    Department – Product and Brand

    As a first Line Technical Support Administrator you will play a key role in the customer onboarding process supporting the remote Account Management and Sales Team with Technical Tasks and processes such as customer setup, configuration forms, configuration testing and fleet update co-ordination and reporting.

    As skills and knowledge develops, you will be able to support with first line technical support and cover for absences and annual leave, providing a clear progression path within Chiptech.

    Building rapport with customers and providing excellent customer service is key to this role.

    As a member of the Technical Support Team you will follow standard processes for the logging, escalation and resolution of technical tickets and task requests raised by customers and colleagues.

    As part of our culture of continuous improvement and innovation, you will contribute to the development and implementation of new and improved processes to ensure the department is always working at its best.

    Key to success in this role will be solid understanding of Chiptech's Products and Services alongside IP Infrastructure and Mobile Networks.

    This position requires an eye for detail, exceptional communication skills, an aptitude for learning, the ability to excel under pressure and manage tasks and requests simultaneously.

    Co-ordinate customer fleet updates and report on progression and fleet health
    Provide remote support and configuration updates for customers
    Log, track, and update actions within the CRM ensuring escalation points and response is in line with criticality and business SLA's
    Work in collaboration with all areas of the business to ensure that lessons are learnt through support calls and documentation, video and training materials are constantly improved
    Ability to talk through technical projects either from a professional or personal standpoint
    Functional excel skills to analyse device and CRM data
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