Job Summary

Working as part of the 1st line Support Service Team you will provide a prompt, accurate and professional response or escalation to all incoming customer queries, with the aim of maintaining customer satisfaction in MAM and its products.   

Key Responsibilities: 

• Ensure all incoming incidents are responded to promptly whilst maintaining a confident and professional approach to all communications 
• Efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment.  
• Accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectation.    
• Ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given.   
• Take initial responsibility of the log and attempt to provide a solution using personal knowledge, colleague’s knowledge and available knowledge bases. 
• Ensuring customers are kept informed on progress of any open logs for which you have responsibility. 
• Where no immediate solution can be found, correct and prompt escalation based on current procedures.  Communicate escalation to customer. 
• Undertake training as deemed appropriate to the post held. 
• Maintain an up-to-date knowledge of supported applications and developments. 
• Work individually and as part of a team towards the aims and objectives of the company as a whole. 
• Fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures. 
• Maintain ongoing working co-operation with managers and staff within the department and the wider workplace. 

Key Requirements:

• Good Written and verbal skills 
• Problem-solving ability 
• Good communication skills 
• To be able to work as part of a team 
• Good attention to detail and to be able to record information accurately 
• Being self-motivated