Customer Support Advisor

ARO; Farnborough; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A leading IT and communication solutions provider in Farnborough is seeking a Managed Service Customer Advisor. This role involves delivering tailored services to clients and managing customer experiences. The ideal candidate should possess strong IT skills and excellent communication abilities. A proactive and customer-focused approach is essential. Benefits include hybrid working, private medical insurance, and more. Join us to contribute to a vibrant organizational culture!

Benefits

Company Pension Scheme and matching contributions

Private Medical insurance

Life assurance

25 days holiday plus bank holidays

Health Club and Wellbeing Scheme

Aro Shares after 12 months employment

Qualifications

• Self-motivated with the ability to manage workload.
• Ability to learn products and processes quickly.
• Experience working as part of a varied team.

Responsibilities

• Prioritize and manage own workload.
• Support customers with incoming inquiries.
• Record accurate information into the database.

Skills

Customer-focused

Problem solver

Excellent communication skills

Good IT skills

Strong knowledge of CRMs

Tools

Microsoft Office

Intune

Jamf

Job description

Job Title: Managed Service Customer Advisor

Location: Farnborough

Salary: £23,875

Contract type: Permanent

#LI-Hybrid

Overview

The Managed Support Advisor will be responsible for delivering an outstanding service to our Managed Services customers; working to the highest level of detail and professionalism to ensure our customers’ experience a tailored and personal service. Working within our Managed Service team this role manages the customer experience including a bespoke and personal service and day-to-day management for designated accounts and end users.

Please note that this is a Hybrid role with onsite requirement 3 days a week at our Farnborough office.

What you’ll do

• Prioritise, plan and manage own workload when faced with multiple tasks and work to deadlines and targets.
• Be a contact point for customer queries both externally and internally for any customer related issues.
• Supporting the customers alongside other advisors with all incoming enquiries; includes answering calls and managing tickets
• Record information accurately into our database and ensuring data is kept up to date.
• Prepare quotes, process order requests and liaise with the 3rd party suppliers to ensure delivery is met within the agreed timescale
• Prepare and enter the information for customer orders in preparation for monthly invoicing
• Assist the Senior Advisor in maintaining customer and internal stock, updating our records and ordering more stock when required
• Handle incoming devices items for repair/recycling/swap outs
• Handle incoming deliveries
• Liaise and work with Suppliers to ensure full resolution of the ticket. Continuously contact the supplier for an update and keep the customer informed throughout the ticket cycle
• Provide Network & trouble shooting support for the customers and if unable to resolve ascertain the best team to support the ticket.
• Work closely with the managed service team and other departments within the business to establish a good working relationship. This will enable the team to manage the customer accounts to an exceptional standard
• Manage individual weekly/monthly tasks

What we are looking for?

The Managed Service Advisor will be able to work collaboratively with other members of that team across the department to achieve their objectives. You will need to be able to work to a high level of professionalism and display the ARO core values.

Skills and experience:

• Be a customer-focused individual who is self-motivated and can manage their own workload
• Be a problem solver and have the ability to learn products and processes within a timely manner
• Be able to work as part of a wide and varied team
• Have the ability to multi-task and work within a pressurised and fast-moving environment
• Have excellent communication skills; both verbal and written
• Have good IT skills and strong knowledge of CRM’s and Microsoft office
• Experience or knowledge on Intune/Maas/Jamf/Knox/DEP (Desirable)

Who are we?

Aro has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for Aro?

At Aro we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Aro a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Aro Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.