Out of Hours Helpdesk Advisor - Glasgow, United Kingdom - record uk

record uk

Verified Company

Glasgow, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Part time

Description

Company Info

record UK is the UK subsidiary of the Agta-Record Group who is one of the major companies within the automatic pedestrian door systems industry.

The group manufactures and distributes door systems to over 40 countries worldwide.

We design, manufacture, supply, install and service automated door systems and aluminium shop-fronts throughout the UK to a wide range of organisations and clients.

This is a home based role reporting to the Service Manager.

When doing the evening weekend shift the requirement would be that from 17:00 to 23:00 the mailbox would be required to be monitored and then 23:00 to 07:00 to be available to answer calls and then 07:00 to 08:00 would be reviewing of mailbox.

The main requirement of the role is to ensure all calls during out of hours are attended and completed within the client specified SLAs and to provide updates as required.

The role is part-time, covering days and nights and weekends on rotational shifts.

Key Responsibilities and Accountabilities:

Log all calls from clients on internal system and arrange labour to ensure job completion within the required timescales
Ability to work under pressure positively to achieve response times for reactive works
Customer communication, proactive customer updates and incoming call handling
Efficient route planning of the call out engineers and ensure nearest engineer is allocated to reduce travel time.
To provide technical support to customer where possible to prevent the need for emergency call out.
Ensure Service Director and Client specific web sites are updated and in line with SLA's
Contribute to ISO Business Management systems.

KPIs
Engineer Area distance/day

Essential Criteria

Good organisational skills
Excellent communication skills
Speed of thought, prioritisation and decision making skills
Good problem solving skills
Sense of urgency to work in a fast paced environment
Ability to work in a fast paced environment
Initial training and ad hoc training will take place at our head office (G720AH) therefore must be within commuting distance.

Additional Information

This role will allow primarily for working from home, however training will take place at our head office and occasional days at the office will be required thereafter.

Holidays: 13 days (pro rata based on parttime hours)
Salary: Negotiable dependent on experience.
Remote working from home.
Office Location: Record UK Office, unit D, 9 Watt Place, Hamilton International Park, Blantyre, G72 0AH;

Job Type:
Part-time

Part-time hours: 14 per week

Schedule: