Overview

You have the chance to join an established and innovative company specialising in advanced connectivity solutions based in Oxfordshire, who is currently looking to appoint a Service Support Coordinator as part of a growing and successful team.

Our client is a leading distributor of wireless networking and IoT technologies, providing cutting-edge hardware, software, and services designed to enhance network performance and reliability. With a strong focus on delivering high-quality products and exceptional customer service, the company partners with industry-leading manufacturers to offer a comprehensive range of solutions, including Routers, gateways, and IoT devices, tailored to meet the unique needs of various sectors such as transportation, energy, and retail.

Key Responsibilities for the Service Support Coordinator:

• Produce quotes and place orders.
• Onboard and set up new customer accounts and contracts.
• Handle first-line support calls, liaising with customers, internal teams, partners, and suppliers regarding order queries or amendments.
• Resolve issues and provide regular updates by liaising with customers and suppliers.
• Raise and resolve provisioning escalations and faults.
• Coordinate service tasks, including scheduling engineer visits.
• Collate service level reporting via AutoTask.
• Schedule and complete all tasks within specified timescales.
• Ensure all systems are fully updated for each action and point of customer contact.
• Ensure accurate account setup and billing.
• Follow procedures and deliver high-level customer service for maximum satisfaction.
• Work towards service SLA's, KPI's, goals, and objectives.

Key Requirements for the Service Support Coordinator:

• Previous experience in a Sales Support or Service Support role within an IT Managed Services environment.
• Proficient in using AutoTask.
• Strong communication and customer management skills.
• Proven ability to manage multiple projects simultaneously and effectively.
• Strong problem-solving and analytical skills.
• Excellent organizational skills, including priority-setting and adaptability to changing demands.
• Self-motivated with the ability to work collaboratively in a busy team.
• Strong knowledge and skills in Office 365.
• Commitment to delivering work with pace, precision, and pride.