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EA Technology is a global, independent provider of end-to-end power engineering solutions, supporting customers in managing and operating electrical networks. Based in Cheshire and employee-owned, we are recognised as a world-leading expert in our field, enabling our customers to manage their electricity networks more efficiently, with fewer failures and outages, greater safety and lower costs.

Providing first line contact and convey resolutions to customer issues using a ticketing management system. Answer questions about orders and provide advice and assistance for general enquiries regarding the Services.

Overview of Main Responsibilities:

• Provide first level contact and convey resolutions to customer issues .
• Properly escalate unresolved queries to the next level of Technical support teams for all business streams within EA VisNet.
• Track, route and redirect problems to correct resources within EA VisNet.
• Update customer data and produce activity reports monthly or as requested by the customer or SMT
• Walk customers through problem solving process 1st line support escalates to technical support team for 2nd line support
• Follow up with customers, provide feedback and see problems through to resolution
• Ensure proper recording, documentation and closure
• Maintain the customer assets Help desk specialists provide support to users in an efficient and accurate manner
• An element of general administrative and business management duties across the Monitoring Services Team are still required
• Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc. to produce correspondence and documents and to maintain presentations, records, spreadsheets and databases.

Essential skills and experience

• A good standard of general education, minimum GCSE English Language and Math’s grade C or above or equivalent.
• All Training for internal software systems and procedures will be provided.

Knowledge

• Proficiency in Microsoft Word, Excel.
• A commitment to produce high quality work The successful candidate must be enthusiastic and willing to show initiative when dealing with challenging tasks.

Benefits

• 8% company pension contributions
• 25 days annual leave plus bank holidays
• Flexible benefits including; private health care, life insurance, critical illness cover, income protection, cycle to work scheme, Perkbox company discounts
• Full support for flexible working arrangements