Senior Service Delivery Technician (Internal only)

Senior Service Delivery Technician (Internal only) 

ABOUT THE ROLE

RESPONSIBILITIES

As a Senior Service Delivery Technician, you’ll be joining our expanding Operations team at Autocab. The successful candidate will make up part of our Product Delivery team, responsible for delivering the latest technology to our customers.  

 

As part of the role, they will ensure all software updates have been successful, provide training and communicate any software changes to customers directly. Excellent time management skills and the ability to meet deadlines are a must.  Main escalation point for other team members and providing training and updating documentation.

 

For the right candidate this is an exciting and challenging role, with varied working opportunities. 

 

• The successful candidate will build a good rapport with customers and demonstrate the ability to work effectively in a fast-paced environment.  

• Management and delivery of software updates to customers

• Installation of software updates on client sites

• Training customers on new software features

• Liaising with customers

• Managing own time effectively

• Liaising with other departments

• Monitor team mailbox and deal with enquiries 

• Be the escalation point for colleagues who face technical issues when working on customer updates

• Assign tickets out to the team

• Ensure documentation and training guides are kept up to date

• Own and manage any ad-hoc projects ensuring deadlines are met

  

QUALIFICATIONS

We’d love to hear from you if you meet the criteria below:

 

• Degree educated or a minimum of 3+ years in a customer facing technical role

• Excellent teamworking and communication skills

• The ability to listen and interpret the customers issues

• Strong problem-solving skills

• Attention to detail and the ability to manage multiple tasks

• Excellent organisational and time management skills

• Proficient in Microsoft word and excel

• Ability to train and mentor colleagues in departmental processes and procedures

KPIS

• Number of calls made
• Number of tickets closed
• Number of systems/modules updated

WHAT WE CAN OFFER YOU

CORE WORKING HOURS

• 9am - 5pm, Monday – Friday
• Hybrid working model – our usual collab days are Wednesdays, Thursdays and alternate Tuesdays. You will be expected to attend the office Monday – Friday during update weeks.
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BENEFITS

• 25 days’ holiday (plus bank holidays) per annum
• Company pension scheme with Royal London
• Life Assurance - 24/7 life cover, 2x your basic salary
• Bonusly reward and recognition platform 
• Monthly Uber Eats vouchers
• Free breakfast on office days
• 24/7 confidential Employee Assistance Programme  
• Access to Wisdom which provides virtual GP, physio and mental health support services
• Office social area, which includes pool, foosball, and table tennis tables
• Medical insurance with Vitality
• L&D Scheme to offer further qualifications, courses and training
• Work from Anywhere scheme: Up to 4 weeks available per annum to work from anywhere in the world 
• Enhanced leave policies including family leave and sickness leave

  

ABOUT OUR VALUES

We have five core values which we live and breathe by. These go way beyond a list; they’re baked into the fabric of our interactions and are used to drive growth across our business.

 

You will need to:

• Be customer centric; putting customers first, valuing their opinions and listening to their feedback. 
• Adopt a collaborative approach to working; have strong team working and listening skills to help yourself, your team, and Autocab  
• Have a flexible approach to your work; have an adaptable mind set, be a proactive problem solver and think outside the box. 
• Have a passionate and personable nature; be creative and confident in your work. Comfortable with building rapport with customers and the team. 
• Have a straight up style of communication by being transparent, honest and clear in everything you do.