As a Senior Support Engineer, you'll lead the charge in resolving complex technical issues within the contact centre environment. Your role will involve mentoring team members and ensuring high-quality customer service through effective problem management.
In this role as a Senior Support Engineer, you will be part of a dedicated team within the Contact Centre Support Desk, focusing on resolving complex service and support-related issues. Your primary responsibility will be to manage escalations and ensure that problems are addressed efficiently and effectively. This position is crucial for maintaining high standards of technical support and customer satisfaction.
You will be expected to take the lead on incident and problem management activities, ensuring that all issues are tracked and resolved in a timely manner. Your role will also involve mentoring junior team members, sharing your expertise to enhance the overall skill level of the support team. Strong communication skills are essential, as you will need to coordinate with various stakeholders to facilitate smooth operations.
Key responsibilities include: • Managing escalated technical issues and ensuring timely resolutions • Providing mentorship and training to support staff • Maintaining clear communication with customers regarding their issues • Ensuring adherence to service level agreements (SLAs)
This role is ideal for someone with extensive experience in IT support, particularly in contact centre environments. You should be comfortable working in a fast-paced setting and be prepared for rotational shifts. If you have a passion for customer service and a knack for problem-solving, this position could be a great fit for you.
You'll be taken to the original listing on PNet to apply.