Job Summary: 

• Provide exceptional frontline and second line support to global internal and external customers.
• Liaise and escalate queries with other service departments and external agencies.
• Log and update technical queries in an accurate and timely manner in line with procedures.
• Ensure timely resolution of customer queries within a defined time period while maintaining customer satisfaction.
• Undertake remote monitoring and diagnostic checks of global weather station network.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.
• Prioritise workload in a reactive environment.
• Work on a rotating shift pattern that provides 24/7 support, which will require some lone working.
• Ensure the level of service hits Key Performance Indicator targets and meets Service Level Agreements.
• Work closely with international colleagues, both remotely and on occasion travel to work with them face to face.

Skills on Resume:

• Customer Support (Soft Skills)  
• Query Escalation (Soft Skills)  
• Technical Logging (Hard Skills)  
• Problem Resolution (Hard Skills)  
• Remote Diagnostics (Hard Skills)  
• Continuous Improvement (Soft Skills)  
• Workload Management (Soft Skills)  
• Cross-Cultural Collaboration (Soft Skills)  

Job Summary: 

• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Collaborate with internal teams to solve customers' issues within the best timings and aim at offering the best solutions.
• Document Bugs, and collect the proper information and traces from clients.
• Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Document knowledge in the form of knowledge base tech notes.
• Provide timely and efficient application and basic technical support to existing customers via phone, web, or email.
• Deliver courteous and professional message with the ability to deliver an A+ customer experience to all users, regardless of technical competency
• Provide basic training to customers on admin platform.
• Call case management may require work outside normal business hours.

Skills on Resume:

• Problem Resolution Ownership (Soft Skills)  
• Technical Troubleshooting (Hard Skills)  
• Cross-Team Collaboration (Soft Skills)  
• Bug Documentation (Hard Skills)  
• Issue Escalation Procedures (Hard Skills)  
• Customer Communication (Soft Skills)  
• Knowledge Documentation (Hard Skills)  
• Customer Training Delivery (Hard Skills)  

Job Summary: 

• Provide an exceptional customer experience during support calls, emails, chat, and customer escalations
• Validate, troubleshoot, and characterize reported application issues over the phone and through remote sessions
• Answer calls for service in a quick and efficient manner.
• Answer customer questions on application usage and administration.
• Prioritize between tasks including inbound calls, existing case management, live chat, email requests
• Become proficient on the front-end of all CommandCentral Applications
• Continuously learns new skills, technologies & products, keeping up with CommandCentral’s pace of innovation
• Provide all necessary information in an intelligible, formatted way for Tier 2
• Concisely document software, hardware, and network information in a case management system
• Monitor application performance as applicable, take appropriate action 

Skills on Resume:

• Customer Experience Management (Soft Skills)  
• Issue Validation and Troubleshooting (Hard Skills)  
• Service Response Efficiency (Soft Skills)  
• Application Knowledge (Hard Skills)  
• Task Prioritization (Soft Skills)  
• Technology Proficiency (Hard Skills)  
• Information Documentation (Hard Skills)  
• Performance Monitoring (Hard Skills)

Job Summary: 

• Support of all IT related equipment that falls under the managed service contract
• Management of problems to resolution for ICT end user devices and peripherals including both software & hardware as defined by the service level agreement this may include both RM and 3rd party equipment where liaison with the 3rd party
• Incident Management Inc. meeting contractual obligations by knowing and understanding the IT Service Delivery targets for the contract. 
• Responsible for the technical progression and resolution of incidents that are allocated to and must also ensure that all systems used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes. 
• Follow the communication and escalation steps as outlined in process documentation, including change control.
• Maintaining effective technical documentation & governance ensuring that it remains current and accurate at all times.
• Effective input and contribution to IT related projects both internally and customer based in association with the school requirements.
• Maintain a professional and effective relationship with customers and work colleagues. 
• Effective engagement with customers including the school leadership team, staff and students in supported sites, internal colleagues including offshore remote teams and 3rd party stakeholders. 
• Work closely with the Service and Account Manager to understand any change in ICT requirements at the school.
• Actively participate in team process implementation and continual service improvement, which will include involvement in customer complaints following internal processes and standards in line with best practice to improve customer satisfaction.

Skills on Resume:

• IT Equipment Support (Hard Skills)  
• Problem Management (Hard Skills)  
• Incident Management (Hard Skills)  
• Technical Documentation (Hard Skills)  
• Change Control Processes (Hard Skills)  
• Professional Relationship Management (Soft Skills)  
• Customer Engagement (Soft Skills)  
• Continuous Service Improvement (Soft Skills)  

Job Summary: 

• Ensure a positive customer experience throughout the process (from receipt of order to the delivery of the transformers).
• Ensure the resolution of customer requests (e.g., order, technical, billing, payment) in coordination with sales, operations, supply chain management, and others
• Obtain information from customers to determine required specifications.
• Proactively inform the customers of the status of the problem based on the information in hand and clarify all issues.
• Recommend an appropriate solution to the customer requests and coordinate with associated teams to ensure that the complete processing of the request (e.g., production capacity and planning, resources, quotes, price lists, invoice) is in place.
• Regularly prepare and analyze statistics (e.g., forecasts) using available tools and collecting relevant information.
• Monitor performance indicators and provide results to management.
• Install, configure, and support Motorola Solutions software and required 3rd party software packages.
• Create and update technical documentation.

Skills on Resume:

• Customer Experience Management (Soft Skills)  
• Conflict Resolution (Soft Skills)  
• Technical Specification Analysis (Hard Skills)  
• Proactive Communication (Soft Skills)  
• Solution Recommendation (Soft Skills)  
• Statistical Analysis (Hard Skills)  
• Performance Monitoring (Hard Skills)  
• Technical Documentation (Hard Skills)