Support Specialist

Job Purpose

Act as first point of contact for phone calls and emails from external customers and internal staff regarding issues and queries with regard to the RTC and CloseIT products.

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Key Responsibilities & Accountabilities

  • Receiving, logging and managing calls from customers and internal staff via telephone and email.
  • Troubleshooting of IT related problems from in-house software. Escalate unresolved calls as required.
  • Complete service admin requests inclusive of setting up new users, resetting passwords and apply 1st line technical fixes for issues logged by customers.
  • Identify replicate and escalate technical issues which may result in development input.
  • Liaise with Client Services Team for change requests that require authorisation and liaise with Operations Team regarding set up requests.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate in a timely manner.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles and processes.
  • Publishing support documentation to assist staff with requests for information and provide staff training if required.
  • Act as a line of support to new starters to ensure knowledge is shared within the team.
  • Collaborate on internal projects as required to ensure continuous improvement.
  • Develop and maintain customer relationships by ensuring the customers experience is positive from the beginning of their journey to the end.
  • Effectively communicate with customers to clearly identify issues and provide clear resolutions
  • Resolve support tickets working within set SLAs
  • Maintain helpdesk ticket volume adhering to set KPIs for individual and wider team.
  • When necessary, provide customers with self-service user guides encouraging customers to be self-sufficient.
  • Ensure knowledge sharing within the team.
  • Be professional, organised, and always represent the company in the best way possible.
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Contact us

RTC Automotive Solutions
Suite 4 The Pavilions,
Bridge Hall Drive,
Bury BL9 7NX

info@rtcauto.co.uk
0161 249 6600