Job Description:
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We are seeking a skilled Application Monitoring Engineer to join our team. As part of our ongoing reshaping, we aim to re-position ourselves as an integrated telecommunications and information technology services provider. Our strategy involves consolidating all internal support structures into a single ISO compliant response centre. This role will be an integral member of a team developing into a centre of excellence.
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Key Responsibilities:
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* Act as a key member of a team within an ISO Managed Service Centre that acts as a single customer response centre across all solutions delivered within the business.
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* Demonstrate best practice focused on Customer Response management and SLA/order management, ensuring consistent excellent service management that produces high levels of customer satisfaction.
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* Support effective SLA/Order management within the Service and Assure team as well as other business functions and clients.
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* Participate in a shift rota.
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* Succesfully deliver the target Customer Experience.
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* Manage and comply with customer SLAs.
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* Work on own personnel development to contribute to the capability of the Customer Response team.
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Tasks:
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* Order Processing.
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* Call handling.
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* Projects.
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* To complete forms/service orders on appropriate systems to process customer requests and transactions, pro-actively updating the customer during the life cycle of the order/request.
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* To work on activities/projects as required by the business, liaising with customers on progress of same.
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* Remote provisioning/service request including CPE.
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* Online resolution.
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* Single point of contact for assigned customers, requiring report generation, ongoing review of service levels with customers to ensure explicit and implied service level commitments are being met through regular conference calls and occasional face-to-face meetings.
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* Support all elements of a customer delivery, liaising with project managers, and contributing to the management of the customer relationship.
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* Provide support for all elements of complex SLA solutions combining interfacing with relevant parts of the organisation and third parties.
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* Contribute positively to the overall team culture and vision.
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* Manage own personal development effectively.
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* To understand regulatory, fair trading, and competition rules sufficiently, maximising personal contribution to the team.
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* Support other team members in the achievement of their key objectives.
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Skills and Qualifications:
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Benefits:
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This role offers the opportunity to develop skills and expertise in application monitoring, working with a dynamic team to deliver exceptional customer experiences. We provide training and development opportunities to support your career growth.
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Others:
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The selected candidate must be able to adapt quickly to changing circumstances, demonstrating flexibility and a proactive approach to problem-solving. The ideal candidate will have excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues alike.
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