Customer Support Technician

Job Description:

As the Customer Support Technician you will be the first point of contact for customers when raising tickets with the customer support team. You will ensure that incoming incidents are analysed through a pre-defined 1st level process and then, if further analysis/support is required, you will assign the ticket to the correct customer support engineer. 

Calls relating to incidents will be received via a wide variety of channels (e.g., telephone, e-mail, service portal). All communication with our customers and subcontractors must be handled in a professional manner, with clear verbal and written communication. 

The Customer Support team provide a 24/7 support service therefore this role will follow the below shift pattern:

• Panama rotation on Day shifts for two weeks 
• Panam rotation on Night shifts for two weeks 
• Panama = two on, two off, three on, two off, two on, three off 

What you'll be handling 

• Answer and respond to customer calls, emails and tickets promptly 
• Incident organisation during escalation and compliance with customer support engineers, customer teams leaders and customer support manager
• Monitor ticket queues continuously and follow up on any tickets that have not been completed
• Ensure response and resolution times meet agreed SLA's 
• Provide 1st level operational support and triage for customer following ‘How-to’ and standard operating procedures to understand the nature of the incident 
• Support and create the implementation of technical documentation for this role, with support from the customer support engineers
• Timely detection of imminent escalations or response time violations and assignment of such tasks
• Ensuring correct ticket handling (status, priority, user group) and corresponding instructions to colleagues
• Keep an overview of who is currently working on what to pass on pending tasks in the event of illness or absence from work
• Master data maintenance in the ticket system (Omnitracker)
• Inform customers about ticket-related status changes
• Keep documentation like master data, contact information, and sub-trades in relevant central repositories

What you'll need

Required

• Experienced in remote or desk-based customer support
• Customer focused and committed to providing excellent service
• Proactive thinking and acting
• Strong organisational, teamwork and communication skills

Preferred

• Experience in technical or IT related support roles