Company : Arcadis Gen
Job Location : null, gb
Posted on : 2021-04-22
Job Description :
Located in: UKIntroducing Arcadis GenAre you interested in joining a start up with bold global ambitions, that already has the backing of, a €3+ billion revenue, 27000+ person organisation operating in over 70 countries, that has deep market sector insights in collective design, consultancy, engineering, project and management services?The Opportunity – delivering effective and efficient customer service and support Customer Support Specialists form an integral part of Arcadis Gen’s customer experience ensuring the impression we leave with our customers is both positive and proactive.
The role of Customer Support Specialist resides with our Customer Support team and is pivotal in our ability to build strong effective relationships with our customers.
Customer Support Specialists are responsible for providing high quality second customer service and technical support for customers using our technologies, products and solutions.
Strong technical and problem solving skills are essential.
You will form part of an established but transforming team therefore need to be both proactive and reactive in your approach whilst possessing a drive to learn and develop.
High level responsibilities include:Responding to customer queries in a timely and accurate way via phone and emailTroubleshooting high/priority complex incidents and delivering resolutions in accordance with our Service Level Agreements (SLA’s)Routing and directing tickets that cannot be resolved to the correct team or expert within Arcadis Gen and our third-party suppliers and partnersUsing and producing Known Error reports, Root Cause Analysis reports, documenting workarounds and Problem Management plansUse Service Management tools to track and monitor service desk activity, produce reports and analytics alongside analyzing trends and patterns.
Core responsibilities include:Delivering Technical Resolutions:Resolving customer inquiries, requests for support and/or information.
Implementing first fix where possible using specialist technical expertise within agreed KPI’s and Service Level Agreements (SLA’s).
Collaborating with other technical specialists across the Arcadis Gen biosphere.
Troubleshooting Enhancing Customer Experience: Helping customers use our products and solutions by applying technical expertise and knowledge to deliver timely resolutions.
Producing technical knowledge base documentation such as Root Cause Analysis, Resolution articles, Known Error documents and solution articles.
Key Deliverables Resolving high priority complex issues for customers and implementing resolutions in line with SLA’sTaking ownership of customer issues and communicating with customersCoordinating and routing requests to third-line or third-party experts where required.
Providing regular updates and communication to customers to ensure they are engagedProducing knowledge documentation including Root Cause Analysis, Known Error records, help and solution articlesKnowledge sharing within the team, providing mentoring and guidance to junior members of the team where applicable.
Key Relationships, Collaborations and Connections The primary relationship will be with customers and other members of the second line technical team.
The role will have a significant level of collaboration with other teams across Arcadis Gen including Delivery (Programme and Project Management), Product & Technology teams and Solutions teams within the Gen biosphere.
What We Are Looking For The ideal candidate will have the following essential attributes: Proven track record of implementing technical resolutions in a previous technical support role within fast-paced IT organisationsCustomer facing experience, comfortable dealing with customers and dealing non-technical stakeholdersAble to investigate and problem solve escalated technical issuesRapid learner, able to quickly grasp new concepts and highly adaptable in approachExcellent troubleshooting and problem-solving capabilitiesAble to demonstrate the capability to empathize and build relationships3-5 years proven experience in a second- or third-line capacity such as a Technical or Support Specialist role supporting solutions and products in the following technologies:Microsoft SQL ServerASP.
Previous experience of working within organisations delivering bespoke or customized solutions within regulated complex industries and sectors would be highly desirable.
Equal Opportunity StatementThe community of the future is a place for everyone, and Arcadis is proud to be an equal opportunity employer.
All employment is based on merit and business need.