Helpdesk Advisor

Code: Job ID 908.18.147.0

Role: Helpdesk Advisor

Location: Chelmsford (UK)


Overview

Primarily to ensure Quality Customer Service and relations by capturing and resolving all helpdesk queries, either by email or telephone, received by either internal or external clients, whether first or second line support.

Work closely with Helpdesk colleagues to ensure that we have ‘coverage’ over the agreed SLA times for all products.

To offer support with the regular reporting offered to customers

Responsibilites

· Support the cover of Helpdesk during contractually agreed hours.

· Manage Helpdesk calls, providing support to colleagues and chasing where required

· Work with the various internal teams to ensure responses to Dealer queries are completed within SLA.

· Log and maintain accurate technical customer queries via appropriate systems and ensure category identification accuracy.

· Be the #1 contact for one of the Dealer Services products

· Ensure own knowledge of existing and future OEC product suites (incl. external helpdesk sites) is kept up to date, and request training where required.

· Provide support in training, either on-site or web-based, and the creation of training material where required

· Maintain FAQ / Knowledge base / Work Instructions as required to support role / team.

· Provide support for reporting, i.e. Excel based internal / external reports.

· Provide support for projects with the Service Team

· Support the Service Team in general with ideas and initiatives…if you see an area where we can improve or add more value, raise it with the team.

Mandatory Skills

· Proven Customer Support experience

· Problem solving skills

· Excellent verbal and written communication skills

· Good phone contact handling skills

· Solid knowledge of Microsoft Office suite, especially Excel.

· Ability to multi-task, prioritise, and manage time effectively

· Fluent in another European Language preferably French

Additional Desireable Skills

Previous experience in the Automotive industry advantageous