About the role

Technical Support Advisor providing 1st and 2nd line support for aviation fuel management technology. Responsible for troubleshooting and resolving customer technical issues via multiple communication channels.

Responsibilities

To provide 1st and 2nd line technical support to customers across the complete i6 product range.
Manage the problem to resolution either internally within the support team or from 3rd line support by the internal development teams.
Answer incoming tickets, social media or phone calls and troubleshoot customer technical problems within the i6 platform and hardware.
Answer customer phone calls and emails to accurately diagnose, prioritise and communicate customer issues.
Respond and aid in the resolution of all submitted support tickets.
Contact and implement customer canary testing resulting in full hardware updates.
Ensure all hardware repairs are sent and tracked through the correct process.
Configuring the tablets on return so that the customer receives their Hardware in the correct working state.
Prioritise and triaging of Incoming bugs on the ATLAS board.
To cover on-call shifts as required to support business and customer requirements - This will include UK silent hours and weekends.
Communicate with the wider business when required or necessary to ensure all goals are achieved.
Work closely with other departments on customer-related service desk issues.
Assist in other projects provided by your manager that involve configurations and data entry within operational support.

To provide excellent customer service at every opportunity both internally and externally - going the extra mile to help a customer.
Demonstrate practical problem solving skills and an ability to effectively interpret and process a variety of instructions and requests provided in oral, written, diagrammatic, or scheduled form.
Must portray strong verbal and written communication skills.
Have an ability to listen/read, analyse, and interpret consumer feedback and relay clear, concise, and helpful information and insights back to the consumer and the general public.
To work autonomously and with a team to get the task completed, with discussion/advice as required.
To endeavour to meet all commitments that you make and communicate effectively and early if you are not able to achieve a commitment both internally and externally.
To be flexible within working hours as your job will involve shift work.
Experience Customer Service.
Language skills advantageous but not essential.
Technical software skills / knowledge is advantageous.
Ideal candidate would have Aviation Industry knowledge.