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This role will be within the Peak Technologies Service Desk to provide an exceptional Customer Service experience to all Peak Technologies customers. Ensure that our customers enjoy a positive experience and receive timely responses to queries and requests. To be the owner of the customer technical issue/incident until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.

You must have the right to work in the UK and be able to work from our Chippenham office on a hybrid working pattern.

The Role:

To investigate and resolve customer issues and incidents.
Troubleshooting via telephone and Mobile Device Management (MDM) tools of mobile and network hardware, applications, configurations and other technical issues.
To own the service level agreements as contracted to our customers, ensuring Peak Technologies delivers on its’ promises.
Ensure the Customer is kept fully informed of the steps taken to resolve their issue, especially important on longer investigative issues where multiple escalations are required.
Identify opportunities for training and development which would increase the capability of the team to better service the needs of Customers.
Act as Peak Technologies Major Incident Manager/Technical Lead for P1 issues where required. Attend and contribute to Customer chaired P1 Major Incident calls. Contribute to the write up of Major Incident Reports.
Support and configuration of Customer wireless networks, working primary with Peak Technologies partner technologies.
To provide support to other Customer facing teams within Peak Technologies.
Contribute to and attend Customer Service Reviews to represent Service Desk and receive feedback on the service delivered.

What We're Looking For:

Proven hands-on knowledge and understanding of the customer service process in a technical customer support environment.
Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
Understanding of the key drivers to increase customer satisfaction – both in terms of quality and on time delivery.
Excellent verbal and written communication skills, especially telephone manner and email writing ability.
Computer literate and a good working knowledge of Microsoft Office.

What to Expect:

This role will be a 4 on - 3 off shift pattern, working a 40 hour week (so 4 10 hour days in the week). Note that with this role, we reserve the right to alter shifts based on business requirements and with the correct notice.
You'll have a hybrid working pattern, some office and some remote working days.
24/7 Employee Assistance Programme.
Private Medical Scheme, including dental, optical, and mental health support.
Health Cash Plan with cash back for dental, optical, physiotherapy and other wellbeing initiatives.
Access to a 24/7 GP service.
Life Assurance of 4x gross annual salary.

Want to Learn More?:
If this role sounds of interest to you, but you want to hear more - please contact us at hr-europe@peaktech.com.

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