IT Support Coordinator

The Exchange; Runcorn; On-site; GBP 60,000 - 80,000; Full time

Job summary

A family-run Employment Business in the United Kingdom is looking for a candidate experienced in technical support to allocate fault calls effectively to field engineers. The ideal candidate will possess excellent communication skills to explain technical issues to non-technical customers, alongside the ability to work under pressure in a fast-paced environment. Proficiency in Microsoft Office and experience with call management systems are preferred. This role focuses on utilising resources to meet service levels and ensure customer satisfaction.

Qualifications

• Previous technical support experience or within a similar role.
• Experience of in-house Call management systems and tools.

Responsibilities

• Allocate Fault Calls to Field Engineers.
• Utilise Accounting package to raise purchase orders.
• Provide ongoing feedback to the customer regarding fault resolution.
• Write reports within timescales to meet contract objectives.

Skills

Excellent communication skills

Ability to explain technical issues to non-technical customers

Ability to work under pressure

Proficient in Microsoft Office

Tools

In-house Call management systems

Job description

Responsibilities

• Allocation of Fault Calls to Field Engineers
• Effective allocation and utilisation of Field Engineer workloads to meet Service Levels and Customer Satisfaction
• Utilising Accounting package to raise purchase orders
• Provide ongoing feedback to the customer both internally and externally via voice and system updates to manage customer expectations on fault resolution
• Report Writing within the timescales to meet contract objectives.

Qualifications

• Previous technical support experience or within a similar role
• Excellent communication skills
• Ability to explain technical issues to non-technical customers.
• Ability to work under pressure in a fast paced environment.
• Experience of in-house Call management systems and tools.
• Proficient in Microsoft Office.

Exchange People are a family-run Employment Business, proudly providing people in North-West England and Central Scotland with careers since 1997.