Contract Administrator

TN United Kingdom; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK is seeking a dedicated individual to provide first-line technical support for international customer incidents. The role involves managing service requests, ensuring effective communication, and contributing to a high-quality customer service experience. Ideal candidates will demonstrate strong organizational skills, flexibility for shift work, and a proactive approach to problem-solving.

Qualifications

• Minimum of 2 years' customer service experience.
• Flexibility to work in a 24/7 shift pattern.

Responsibilities

• Provide first-line support for incidents and service requests.
• Monitor and manage the lifecycle of incidents in the service management tool.
• Serve as a liaison between customers and technical support teams.

Skills

Customer Service

Communication

Organizational Skills

Problem Solving

Tools

AWS

Job description

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To provide first-line technical support to international customer-related incidents and service requests, striving to resolve as many issues as possible at the first point of contact.

To ensure quality and effective communication with customers regarding the progress of incidents and service requests, especially in major incident scenarios.

To resolve incidents and service requests at First Line whenever possible.

To escalate incidents and service requests to other TAM teams efficiently and effectively (within agreed service targets) when they cannot be resolved at first contact.

Key Responsibilities/Accountabilities

• Provide first-line support for all incidents and service requests reported by the AUEM International client base as required.
• Record, prioritize, and manage the lifecycle of incidents and service requests in the AUEM Service Management tool (NetSuite) until resolution, within agreed service level targets.
• Monitor incoming work resources for the Service Desk and manage all submissions efficiently and appropriately.
• Support all AUEM International contracts with first-line support.
• Monitor, manage, and escalate (if needed) event management alerts received by the team.
• Follow the defined process for classifying, escalating, and managing incidents and Major Incidents.
• Escalate incidents and service requests that cannot be resolved at First Line to the appropriate resolver groups.
• Manage customer expectations through regular and meaningful communication.
• Draft and distribute Daily Status and Shift Handover reports.
• Prepare initial drafts of major incident reports.
• Serve as a liaison between customers and technical support teams.
• Provide high-quality, proactive, and responsive customer service, meeting pre-defined service targets.
• Contribute to AUEM culture and goals.
• Build strong client relationships through excellent customer service orientation.
• Utilize problem-solving and analytical skills to resolve technical issues.
• Work independently and as part of a team.

Skills and Knowledge

• Minimum of 2 years' customer service experience.
• Excellent telephony and communication skills.
• Strong organizational skills.
• Flexibility to work in a 24/7 shift pattern, including days/nights and weekends.
• Ability to prioritize, organize, and solve problems.
• Experience with AWS.
• Knowledge of monitoring technologies.
• Understanding of Change and Problem management processes.