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Software Support Technician

Chevin Fleet Solutions

Software Support Technician

 

JOB DESCRIPTION
Role overview

 

Job Purpose

Reporting to the Software support team leader, the Software Support Technician will be the first point of contact for Chevin clients logging support tickets via telephone, email, and our in-house ticket logging system Zendesk. In addition you will triage these calls, implementing fixes where possible and making sure calls are escalated when appropriate.

Responsibilities

Logging and triaging client reported incidents with both our Fleetwave and Roadbase suite of products.

Implementing high level fixes whenever possible.

Escalating issues when they cannot be resolved.

Ensuring knowledge is kept up to date on both Fleetwave and Roadbase.

Taking database backups and issuing code releases to clients.

Processing service requests.

Keeping clients up to date on all aspects of their logged issues.

Restoration of the failed service as quickly as possible.

Maintaining accurate incident records.

Taking ownership of incidents and seeing them through to completion.

 

Customer Service Delivery
Technical Team Participation
Accountable to:    Software Support Team Leader

 

 

Customer Service Delivery

 

The main focus of this element is to provide a prompt response and problem resolution to all Chevin’s customers.  Therefore the overall application of customer service must be effective and efficient in order to achieve the main tasks associated with this element as listed below;

 

Service Level Agreement

Maintain a professional approach to customers at all times while achieving time and quality measured targets.
Provide excellent product support of Chevin’s Fleet Management Software.
When instructed, carry out customers’ special request work such as installation of Chevin’s Fleet Management software, ensuring completion within agreed timescales and on budget.
Support and maintain all software systems developed by Chevin.
Customer

Developing a rapport with clients and helping them to get the most from their Fleetwave or Roadbase product.
Establishing trust by ensuring the customer is confident that their issue will be taken seriously and will be dealt with in a competent and efficient manner, which in turn maintains the reputation of the company.
Practicing task ownership and ensuring that incidents are completed to the satisfaction of the client.
 

 

Communications

Provide ‘first point of contact’ support service for customer technical issues by answering incoming telephone calls and emails effectively and efficiently
Resolve technical queries by telephone and email on a day to day basis
Escalate issues when they cannot be resolved in a timely manner
Communicating with confidence and able to establish a rapport with client and colleagues.
Demonstrating the ability to evaluate and clarify client issues and communicate effective solutions consistently and to an agreed standard.
Ticket System

Raise tickets for all queries to enable reporting and tracking
Respond to tickets within 60 minutes of the query being logged
Maintaining the lifecycle of incidents while ensuring incidents are updated regularly and accurately and the status of the incident is correct at all of these stages.
 

Technical Team Participation

 

The main focus of this element is to ensure a culture of team working within Chevin Fleet Solutions by carrying out the tasks as listed below:

 

Technical Duties

Discuss difficult issues with level 1 and level 2 colleagues to identify a clear solution for the customer.
Ensure your knowledge of Chevin Fleet Management Solutions is kept up to date by attending resolution and/or development briefing sessions.
Reporting identified technical training needs to the team leader.

 

Team Performance
Take ownership of own workload, while being aware of the workload of colleagues in the technical and other departments of the business.
Assist colleagues in resolving customer queries where necessary to ensure continuity of customer service.
Highlight problem resolutions to colleagues and the Software Support Team Leader where appropriate, to enable team understanding and development.
Participate in team development opportunities when they arise.
Promoting knowledge sharing and fostering a good working relationship with each member of the team.
Proactively striving for team excellence by taking calls and dealing with customer issues in a competent and consistent manner.
Offering solutions to fill knowledge gaps for less experienced members of the team.
Ensuring team and personal objectives are understood and completed throughout the year and progressed according to the objectives schedule.
 

 

 

 

 

 

 

 

 

 

Additional Competencies:

 

Integrity

Able to gain the trust of others by taking responsibility for own actions with the ability to admit when mistakes have been made. Maintains confidentiality and always follows through on commitments and promises.

 

Organisational commitment

Taking pride in your role and demonstrating values that are aligned with those of the company, while at the same time inspiring company buy-in through own actions, values and enthusiasm.

 

Problem solving

Able to distinguish relevant from irrelevant information, to suggest alternative answers and determine new solutions through consistent and clear analysis of an issue.

 

Health and Safety

The Software Support Technician must always work in conjunction with Chevin Fleet Solutions health and safety procedures.

 

 

Other Duties

The Software Support Technician is part of the Business Support Team of Chevin Fleet Solutions and as such must ensure all functions within the job description are carried out on a daily, weekly or as and when required basis. The job description is a non exclusive compilation of duties carried out by the Software Support Technician, and other tasks appropriate to the Software Support Technician’s skills and experience may be required from time to time.

 

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