Senior Technical Support Consultant ABUJA
#Hiring #Abuja #Recruitment
Job Title - Senior Technical Support Consultant
Location - Abuja
Job Summary
Our Client is a leading Gadgets leader globally, providing products, technical support, repairs, product assistance, and related customer solutions.
They are seeking to hire a Senior Technical Support Consultant to provide customer technical support by troubleshooting and resolving technical issues, including configuring internet connections and software issues. The role also involves providing training and assistance to clients, as well as exceptional and professional quality support service.
Job Responsibilities
- Process Management
-Ensure that all calls are correctly logged into the system timely.
-Ensure that all repairs are sent to the service center the next working day.
-Work through the collections report twice a week (Monday & Wednesday) to ensure all units waiting for collection are accounted for.
-Ensure that all units received back from the service center are signed for, immediately updated on the system and placed in a secure, dedicated “Collections” area
- Customer Service
-Ensures the technical desk delivers the best possible service by exceeding customer expectations.
-Implement and ensure adherence to customer solution mechanisms for troubleshooting.
-Follow-up customer complaints and resolve or escalate where possible.
-Ensure the correct person is in place at the correct time to ensure service levels are optimized.
- Systems Management
-Adhere to all policies and procedures and in-store support systems.
-Follow all support processes – special care OBF.
- Theft, Loss and Stock Control
- Stock control of replacement warranty units.
- Return of spares to the workshop with correct reporting.
- Ensure an asset audit takes place and an up to date asset register is in place and reported monthly.
- Control of stock items and assets with focus being on minimizing stock loss.
- Training and Development
- Ensure that technical staff meet all training requirements and certifications as per Apple requirements.
- Acquire sufficient product knowledge of 3rd party products – ongoing through web research.
- Ensure all Technical Staff stay up to date with 3rd party products.
- Ensure your own certification is updated in line with Apple requirements.
- Ensure that relevant staff receive training on File maker and technical processes.
- People Management
- Manage technical support staff in line with their KPA’s and company values and behaviours.
- Responsible to onboard and training all new company's technicians.
- Assists technical staff with trouble shooting when required.
- Completes staffing roster for the technical desk to ensure productivity levels are maximized.
Job Requirements
- Minimum of B.Sc. or its equivalent.
- Minimum of 5 years’ experience in a similar role
- Proven track record in technical support.
- Certified technician
Qualified candidates can apply through the link below
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