Job Description

https://www.serlimited.com/job-search/4306-support-administrator/telecommunications/dorset/job 2023-09-05 14:51:36 2023-10-02 SER Limited Job Ref vac - 45604
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Description

Founded by engineers in 1996, we have created a culture where our clients needs sit at the forefront of every project. We have an engineering-led, tailored approach and around the clock support service has resulted in establishing an industry lead organisation, and to help with our rapid growth we are looking for a Support Administrator

Support / Operations Administrator

Remote/Hybrid (office located in Sherborne, Dorset) must be willing to travel to office 1-2 times a month.

23 days holidays + bank holidays (increased with length of service)

Simply health cash plan

Wellbeing hours

Monday to Friday

As a support administrator, you will be responsible for working closely with the support desk team leader and the IT/Telecoms Engineers, ensuring a swift and responsive service is upheld.

The role will involve proactive monitoring of cases ensuring milestones and SLA\xe2\x80\x99s are being met in line with the customer service agreements and our standards.

You will be responsible for assigning out cases to relevant engineers, highlighting areas of concern and escalating issues as and when required to the support desk team leader

The Role \xe2\x80\x93 Main Duties:

• Updating new cases in Salesforce with correct area, contact and priority.
• Answering incoming calls promptly and log support cases
• Manage main queues
• Ensuring customer documentation is up to date, and achieving your own KPI\xe2\x80\x99s
• Review emails sent into closed cases and re-open when necessary
• Liaise with 3rd party hardware/software suppliers or maintenance suppliers when necessary.

Experience Required:

Experience in an Administration Role

Customer Service/Call Centre team leader experience (preferred)

Experience working in a support desk environment (preferred)

If this role sounds like sounds like something that could be of interest, please give BETH a call on 01254 781300

SER Limited