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Maternity Cover - 9 months

As a Customer Support Advisor, you will act as a first point of contact for our customers within our Customer Support Centre in Maidstone.

Utilising our unique Decision Support Tool and Knowledge Base, you will assist our customers in logging support requests, resolving faults as efficiently and effectively as possible and signposting them to other areas of the business.

Being the first point of contact for incoming contact you will handle customer enquiries via phone, email, portals

Diagnose and resolve faults on first contact (Full training will be provided)  

Escalate service requests that cannot be resolved to the appropriate teams

Monitoring devices that are installed on Apogee’s Remote Management Application (ARMA). Where necessary, investigate connection issues and concerns, both internally and directly with our clients. (Full training will be provided)

Escalate calls, where required ensuring that agreed escalation and service processes are adhered to

Communicate internally with a number of in-house teams to ensure every client receives excellent levels of service and accurate information

Maintain the highest levels of client satisfaction through various interactions