EPM Bus Solutions is recruiting for an Support Desk Advisor, this position will involve a hybrid working approach including the ability to work from the Oldham or Bromsgrove offices.
If you are looking on here hoping to find your next challenge… read on!
We are planning to expand our existing team by bringing in someone who will leverage their commercial and operational experience within the bus industry in a different way! You’ve navigated the challenges from within, and we think you could put that understanding into practice in a different way.
Working 9.00am to 5.30pm Monday to Friday pattern, our team splits their time between the office and working remote. Our offices are based in Oldham (Manchester) and Bromsgrove (Worcestershire) and are happy for teams to work from which ever location is easiest. We are open to discussions regarding salary, dependent on previous experience.
Responsibilities
- Manage Level 1 customer support queries raised by phone, email and via our Customer Self Service Portal.
- Effectively communicate with Service Desk colleagues either in person or remotely where applicable.
- Gather customer information and determine the issue and, if possible, the underlying problem
- Troubleshoot and if possible, resolve problems using internal support resources (knowledge base, FAQ’s) plus own product knowledge and initiative.
- Ensure all tickets are completed within defined customer Service Level Agreements.
- Proactively taking tickets appropriate to your skillset and capacity.
- Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged.
- Escalate issues that cannot be resolved to Level 2 support in accordance with defined protocols
- Input details of support queries into our customer support tracking software (Vivantio) and populate the knowledge database.
- Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy
- Maintain an up to date working knowledge of EPM & Omnibus products and services and deliver training sessions on products to colleagues
- Take a proactive approach to addressing support calls and identification of for example repeat issues
- Communicate with development and implementation teams as required.
- Take a flexible approach to requests to perform tasks as directed
Requirements
- Minimum 6 months operational experience in public transport
- You MUST have experience with DAS – Duty Allocation Software/System
- Attention to detail
- Excellent communication skills
- Ability to work to tight deadlines
- Customer focused
- Team player; enjoy working in a team environment
- Willingness to help
- Previous experience of allocating duties to drivers and dealing with covering duties
- To take initiative and take a methodical approach to problem solving
- Preferable: day to day experience of allocating duties to drivers and dealing with covering duties
- Ability to prioritise workload
- Be able to work under pressure
Benefits
- 25 days holiday plus bank holidays
- Extra days leave for Birthday
- Company Pension
- Income Protection
- Life Assurance
- Private Health Care
- Cycle to work
To apply for this position please click here.