Technical Support Co-ordinator

Come join us and make a difference in the world! Discover more at www.necsws.com Purpose of the Role Working as part of the Radio Support Services (RSS) team the job holder will provide technical administrative support on radio service contracts as required. The role holder will support service call resolution and update incidents from customers, they will have the ability to question end users and evaluate issues effectively and be required to assist in fault resolution on radio service support contracts. The Technical Support Co-ordinator (TSC) will be expected to be self-sufficient and able to work on their own initiative, they will be required to be articulate and able to communicate with customers at all levels. The role is largely reactive and will involve working with their peers to plan and schedule tasks across the RSS team in an efficient manner. Key Duties & Responsibilities In addition to normal TSC duties the primary focus of the roles is to support the radio team in the effective response to requests for Service, Incident and Change management activities. There will be liaison and communication with customer representatives to assist in the resolution of service-related issues and inter-action with other supporting teams. Accurate and effective completion of service-related documentation to ensure there is an accurate record of service-related activities. Monitoring Incidents assigned to the RSS team and assisting with management to resolution. Ensuring accurate incident status and investigation information is recorded by TSC’s/Engineers on a regular basis. Supporting delivery of customer Sales orders and queries within Service Requests and tracking fulfilment and delivery. Supporting RSS escalations for Incident resolution to radio engineers, Technical Architect, Senior Technical Support Co-ordinator and RSS management. Demonstrate the ability to understand support issues highlighted by the customer and provide assistance in resolving their concerns.