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Operational Support Specialist

Ημ/νία Δημοσίευσης: 11/06/2020
Κατηγορία: Μηχανικοί - Τεχνικοί - Επιστήμες
Απασχόληση: Εργασία από το σπίτι
Πόλη: ΑΘΗΝΑ - ΑΤΤΙΚΗ
Ελάχιστο Απαραίτητο Επίπεδο Σπουδών: Ινστιτούτο Επαγγελματικής Κατάρτισης (ΙΕΚ)

Περιγραφή

N/A Company & Job Overview Bigblu offer satellite broadband services to people who find it difficult to access the internet through the traditional ‘phone or fibre’ network. Our customers tend to live in rural or Island locations that are underserved by the traditional broadband providers. The signal we use to connect our customers comes from Satellites that are typically in orbit approximately 36,000 miles above the earth.  

The job: What we’re looking for To manage the day-to-day post sales (“In-flight”) processes in support of the Indirect & Direct Sales teams in Greece. Supporting a small team of Greek speaking colleagues in the UK and an experienced and dynamic Business Development Manager in Athens, you will be responsible for all day-to-day In-flight activity.

This will include: • Reseller Support: 40% of job time Providing 1st line support to our growing base of Reseller partners across Greece. Includes general account support & commissions, billing, IT (Portal) and technical support on bigblu systems & processes. Liaison with UK-based central reseller support and IT teams. • Technical Support 40% of job time Providing 1st line, basic technical support for Greek customers and installers who typically may be having problems with speed-related issues, system set up queries, installation guidelines or troubleshooting technical issues.

We do not expect you to be a network engineer and you will be supported by a 2nd level specialist technical support team.
• Logistics & Installation Management: 20% of job time Working with our Outsourced Logistics partner (based in Aspropyrgos) to ensure satellite equipment is distributed in an efficient and timely manner within Greece. Also responsible for overseeing equipment returns managed by the Outsource partner. Coordinating the booking and sign-off / QA process for customer installations through our base of independent installers and resellers throughout the Greek territory, ensuring timely activation of services.

The estimates (above) on the time you will spend on each part of the job are approximate and subject to change. We really need someone who is multi-skilled, flexible in their approach to work and ready for anything. In short, we want to attract someone who is up for the adventure of helping us building our Greek business

Key Tasks and Responsibilities
- Inbound: Be the first point of contact for reseller & technical support for the Greek market.
- Outbound: Make outbound calls to resellers & customers who have submitted ‘call me back’ support & technical enquiries.
- Data capture: Accurately logging and maintaining customer records – especially customer contact preferences
- Contact management: Following up customer & reseller support tickets.
- Brand ambassador: Creating and building customer trust in our products and service
- Multi-skilled operator: Effective management of daily inbound and outbound call demand & any physical tasks required on periodic visits to outsourced logistics partner premises.
- Business developer: Occasionally engage in demand creation and business development campaigns and initiatives
- Knowledgeable: Being a subject matter expert for all areas of our products and services.
- Solution seller: Identify, assess, and resolve customer & reseller support needs.
- Customer champion: Build and maintain quality relationships with resellers & customers through open and honest communication, building trust in our service.
- Technically competent: Ensuring up to date product and system knowledge and maintaining this continuously.
- Achiever: Achieve and exceed personal and business KPIs
- Versatile: Any other task as requested by your Manager

Απαραίτητα Προσόντα

Manager Competency Skills and Abilities:
• Fluent in Greek – preferably native Speaker
• Exceptional Greek and Business level English written and spoken communication skills
• Professional, positive and efficient telephone manner with loads of personality
• Ability to present moderately complex information in a structured and balanced way making it easy for customers to understand
• Excellent questioning and active listening skills
• An excellent team player who thinks winning together, is much sweeter than winning alone
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
|• Genuine passion for continuous performance improvement
• Ambitious and focussed on professional development
• Excellent time management and prioritisation skills
Knowledge and Experience:
• Tech savvy with a good understanding of and passion for the power of connected technologies and the life-changing value they bring to people
• 12 months of experience as contact centre seller or service adviser
• Telecoms or mobile comms experience would be considered a plus
• Other valuable experience could include IT solution sales, utility sales/service, financial services or holiday and leisure
• Familiarity with CRM concept, systems and practices
• Good problem solver
• Excellent MS Office productivity skills  

Παροχές

• Working from home in Athens (ideally based in W. Athens, Piraeus or Aspropyrgos)
• Hours of work will be 37.5 hours per week
• Occasional weekend working as part of rota
• Flexibility required to meet the changing needs of the business
• Excellent training will be provided

To apply for this position, please send your cv in English.