Product Support Coordinator

Description:

Our client are a market leaders in digital telecare and Technology Enabled Care (TEC), their products and services combines specialist people in the UK’s most innovative TEC monitoring centre, with future-led, cloud hosted, digital technology.
 
They are looking for a Product support Coordinator  to join them. This is a really exciting opportunity as you will be part of a growing company and the role will be a very rewarding opportunity due to being in volved in a couple which ensures assisted living people have a better quality of life.
 
The purpose of the Product Support Coordinator Coordinate the processing of incoming requests to the Service Desk via all methods to ensure courteous, timely and effective resolution of end user issues.

Below are some further details on the role.
 
Responsibilities will include:

Triage work orders to the appropriate product support member based on role, work order load and skills to the issue.
Escalate work orders to third and fourth level product support as required.
Analyse performance of Service Desk activities and documented resolutions against service level agreements.
Monitor resource schedules to ensure prompt time entry on service requests
Report the utilisation of product support resources and successful completion of service requests to management
Identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems.
Develop help sheets, solutions and FAQ lists for end users.
Develop standard operating procedures for product support team that outline how problems are identified, documented, assigned and corrected 
To be suitable for this role you will:

You will have a good understanding of IT and technology
Have good experience working in a technical Support/Service Desk role
Have good Customer Service skills 
Role: Product Support Supervisor
New Milton, Hampshire
Salary: 24-26K plus exceptional Benefits

Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time.

Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to sole British Citizens. Applicants who meet this criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum SC level.

This is a permanent position