DMaaS Operations & Customer Success Analyst

The Channel Recruiter Ltd.; East Midlands; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 y

Group life insurance

Income protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA in Nottingham is seeking a DMAAS Analyst to manage the day-to-day operation of the hardware support team, delivering repairs and maintenance, and handling customer contacts via phone, email and self-service portals. You will work with the Hardware Support Manager to develop and improve processes and manage customer relationships, ensuring service is responsive and results-driven.

Exceptional communication and attention to detail are essential as you support customers and contribute to

Qualifications

• Experience using call tracking/ticketing systems and following call-handling procedures.
• Accurate and efficient data entry with the ability to summarize and update incidents.
• Strong communication skills, keeping customers and stakeholders informed.
• Ability to assess issues and negotiate appropriate resolutions.
• Professional telephone manner with clear and positive tone.
• Excellent written English with strong grammar and attention to detail.
• Team player with the ability to build effective working relationships.

Responsibilities

• Maintaining a high degree of customer service for all support queries and owning user problems.
• Support users in hardware returns, repairs processes and management of supply of new/old equipment.
• Answering and responding to calls according to process and policy and resolving issues.
• Act as a service representative for appointed services and ensure the customer journey exceeds expectations.

Skills

Call tracking systems

Accurate data entry

Strong communication

Issue resolution

Professional telephone manner

Excellent written English

Team player

Job description

XMA in Nottingham is seeking a DMAAS Analyst to manage the day-to-day operation of the hardware support team, delivering repairs and maintenance, and handling customer contacts via phone, email and self-service portals. You will work with the Hardware Support Manager to develop and improve processes and manage customer relationships, ensuring service is responsive and results-driven.

Exceptional communication and attention to detail are essential as you support customers and contribute to