Technical Support Analyst providing first - level support for Lumary's healthcare technology products. Identifying and resolving customer queries while assisting with product engagement and issue escalation.
About the role
- Technical Support Advisor providing 1st and 2nd line support for aviation fuel management technology. Responsible for troubleshooting and resolving customer technical issues via multiple communication channels.
Responsibilities
- To provide 1st and 2nd line technical support to customers across the complete i6 product range.
- Manage the problem to resolution either internally within the support team or from 3rd line support by the internal development teams.
- Answer incoming tickets, social media or phone calls and troubleshoot customer technical problems within the i6 platform and hardware.
- Answer customer phone calls and emails to accurately diagnose, prioritise and communicate customer issues.
- Respond and aid in the resolution of all submitted support tickets.
- Contact and implement customer canary testing resulting in full hardware updates.
- Ensure all hardware repairs are sent and tracked through the correct process.
- Configuring the tablets on return so that the customer receives their Hardware in the correct working state.
- Prioritise and triaging of Incoming bugs on the ATLAS board.
- To cover on-call shifts as required to support business and customer requirements - This will include UK silent hours and weekends.
- Communicate with the wider business when required or necessary to ensure all goals are achieved.
- Work closely with other departments on customer-related service desk issues.
- Assist in other projects provided by your manager that involve configurations and data entry within operational support.
Requirements
- To provide excellent customer service at every opportunity both internally and externally - going the extra mile to help a customer.
- Demonstrate practical problem solving skills and an ability to effectively interpret and process a variety of instructions and requests provided in oral, written, diagrammatic, or scheduled form.
- Must portray strong verbal and written communication skills.
- Have an ability to listen/read, analyse, and interpret consumer feedback and relay clear, concise, and helpful information and insights back to the consumer and the general public.
- To work autonomously and with a team to get the task completed, with discussion/advice as required.
- To endeavour to meet all commitments that you make and communicate effectively and early if you are not able to achieve a commitment both internally and externally.
- To be flexible within working hours as your job will involve shift work.
- Experience Customer Service.
- Language skills advantageous but not essential.
- Technical software skills / knowledge is advantageous.
- Ideal candidate would have Aviation Industry knowledge.
Benefits
- Remote working
- Competitive salary
- Apple MacBook setup
- Great healthcare coverage
- Retirement 5% salary match
- i6 Group company days
- We offset your carbon footprint
- Trusted to do your best work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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