Job Description

  What you will do:
ShopperTrak, part of Johnson Controls, empowers retailers and shopping centres worldwide to optimise the shopping experience and improve profitability through data-driven insights. We have enabled thousands of retailers and shopping centres worldwide to increase revenue and profitability, by providing them with multi-dimensional data for clear cut decisions so they can uncover extraordinary insight to increase profitability.
Through our unique retail technology and analysis solutions, we can identify key in-store and online profit opportunities in areas such as customer conversions, queue management, sales, marketing and merchandising. Our insights support retail benchmarking between stores and sites.
As the Technical Support Analyst you will be responsible for working with ShopperTrak’s Service Providers to schedule engineers to attend site and resolve outstanding support issues within SLA. In addition you will support engineers whilst on site to troubleshoot any network or connectivity issues and for keeping ShopperTrak client’s updated on progress of all Level 3 Support issues for the UKI region.
How will you do it:
Working primarily within the UK & I region you will also be required to liaise with the wider EMEA Global Operations team when requiered.
You will manage and coordinate third party Service Providers to arrange for engineers to visit client sites to troubleshoot and resolve any outstanding issues. This should both be cost effective and in a timely manner to ensure we stick within agreed SLAs.
Effectively communicate updates to both internal stakeholders and to the client directly.
Manage client expectations in terms of timelines and actions required to resolve issues.
Assess active issues with ShopperTrak systems to determine the likely root cause and suggested action to resolve.
Confidently identify whether the root cause is with ShopperTrak systems or client-provided infrastructure, escalating to the relevant parties as needed.
Support engineers whilst on site to investigate and resolve potential network issues.
Manage stock flow, shipping equipment to and from third party service provider locations or direct to client’s sites.
CRM administration - ensure active issues are regularly and meaningfully updated and progressed.
Strive for ‘right first time’ site visits, recording and reporting on events that prevent this to identify process improvements.
Client satisfaction in the area of support is measured and maintained at the appropriate level.
Assess suitability of currently installed systems and where required, escalate to business stakeholders to suggest alternative technologies.

Qualifications

  What we look for:
Worked with third party Service Providers.
Knowledge of networking, infrastructures and associated troubleshooting.
Worked within a Customer Support team to deliver exceptional customer service.
High level of proficiency in the use of Windows / Microsoft Office software.
High level of proficiency in the use of CRM.
A focus on assessing suitability of current processes and suggesting improvements to benefit both the business and clients.
Continual monitoring of service levels from third parties to ensure delivery of best possible service.
Great organisational skills in management of stock flow to and from service providers.

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