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Division: Automotive Systems
Location: Hungerford or Glasgow or Telford
Reference number: 3146
Information about the Job:
• To undertake a wide variety of support calls and provide an efficient support service to all customers in accordance with the terms of the Service Level Agreement ensuring that all targets are met, including priority calls
• To actively participate in team motivation and encourage a positive work ethic
• To resolve complex calls and encourage others to undertake these, offering assistance
• To follow departmental standards and procedures
• To work effectively in a team environment, providing help and coaching when required
• To produce Autoline information for use externally and internally via helpsheets or the knowledge base system
• To communicate regularly with team members, others departments or management, in relation to effective escalation and resolution of customer issues
• To work with the Team Leaders to ensure daily activities are focused on achievement of departmental and customer objectives
• To identify the training needs of support analysts and participate in their training
• To undertake any other projects as defined by their Team Leader or Manager
• To identify and implement new initiatives.
• To ensure that the call logging system is utilised correctly and update all calls on a regular basis with action undertaken
• To liaise with customers regarding support issues, any outstanding problems or account management issues
Information about the person:
• Must be educated to ONC/HND/BSc level, or equivalent, in Computing or an IT-related discipline
• Previous relevant experience of working in a helpdesk environment with software applications,or experience of working in the Automotive industry in an IT-based role or extensive module knowledge (POS, Account or Sales & Marketing) would be an advantage
• Good working knowledge of Unix, a good understanding of operating systems such as NT/XP etc and a knowledge of a programming language such as Visual Basic, C or Basic would be desirable
• Must be prepared to develop an IT-based career
• Must have experience of working in a customer-facing environment and problem resolution for customers
• High level written and verbal communication, presentation and teamwork skills
• Good self-motivation
• Be able to methodically solve problems in an accurate and efficient manner
• Manage, meet, and exceed customer expectations
• Use positive language to project confidence and professionalism
• Be capable of taking ownership when problems cannot be solved immediately
Please apply with a
CV either to ds_kerridge_careers@adp.com
or in writing to:
Human Resources Department,
ADP Dealer Services UK Ltd
Herongate, Charnham Park, Hungerford, Berkshire RG17 OYU
All agency enquiries to ds_kerridge_careers@adp.com
