Tier 1 Technical/customer Support - Hounslow, United Kingdom - Vortalsoft Inc

Description

The function of the Maintech PMC team to Open, Monitor and React to workorders in eMaintech. Communication is key.

• Understands and uses eMaintech, and well as other customer ticketing systems Microsoft Outlook, and Maintech's phone system effectively
• Acknowledges Customer tickets upon opening
• Verifies accuracy of opening information with customer
• Assesses new Work Orders (WO) and, with the help of eSR, assigns WO to individual field engineers as well as TOC2 or TOC3 as necessary
• Orders parts for Parts Only WO
• Obtains tracking information from logistics & purchasing and posts it in eMaintech (eMT) and communicates same to customer
• Takes ownership and oversees entire process from beginning to end for Bank of America (BOA) desktop WO.
• Takes ownership of labor only WO requiring Labor on Demand (LOD)
• Opens tickets for LOD work orders with appropriate vendor
• Coordinates technician site visits with customers and vendors
• Updates eMaintech with timely, accurate, and unambiguous information (including time stamps)
• As needed, communicates with customers, subcontractors, partners and other Maintech personnel
• Represents Maintech in a positive and professional manner
• Develops and uses excellent interdepartmental working skills to satisfy clients and achieve company goals
• Offers constructive criticism and solutions to improve company performance and increase customer satisfaction
• Identifies wasteful or inefficient practices and other unnecessary expenses
• Strives to prevent Escalations and other negative service call experiences; voluntarily assists team to mitigate customer service issues
• Recognizes situations requiring a service call escalation and follows proper escalation procedures
• Performs all duties as assigned by management

Pay:
£8.93-£15.50 per hour


Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Ability to commute/relocate:

• Hounslow: reliably commute or plan to relocate before starting work (preferred)

Experience:

Desktop Support: 1 year (preferred)

• Customer service: 1 year (preferred)

Work Location:
Hybrid remote in Hounslow