Line
Service Support Job Description

Key
information:

·
Competitive salary based on experience

· Work from
home possibility (with full equipment set up)

· Reports
to Customer Care Management

· Full
training will be provided of systems and processes

· Optional
Overtime available for evenings and weekends

Responsibilities:

· Managing
personal ticketing queue, ensuring all tickets are progressed and updated at
regular intervals.

· Producing
documentation and knowledge-based articles where required

·
Flexibility to travel to some customer sites (on rare occasions) for training
purposes

· Providing
end-user support via remote technologies, remote support app and telephone
support

· Updating
and progressing 1st line tickets for team KPI

·
Supporting Manager with daily administrative duties, including but not
exclusive to; scheduling and dispatching field technicians, quoting service
visits and inspections, organising tools and parts for onsite jobs

·
Supporting Service Level Agreements ensuring customer response by agreed SLA
time

· AMF
Sustainable Oven Service support

· Analysing
all service visit reports to ensure recommendations have been executed

Requirements:

· The
individual should be able to use their initiative to prioritise calls and be
capable of working under pressure

· A
motivated, focused, friendly, patient, organised and assertive individual who
can work in a team

· Computer
administration

· Basic
computer operations including internet and email protocols, connectivity and
understanding of internet networking

· Strong
Customer Service skills

·
Electrical and mechanical trouble shooting

· PLC and
Hardware troubleshooting

· Detail
orientated

· Solid
Communication skills

· Solid
Problem-Solving skills with proficient attention to detail

·
Enthusiasm and a flexible/ “can do” attitude