Chronologic > About us > Jobs > job2005a

Job Description

Job Title:Implementation & Support Technician
Reporting to:Operations Director
Section:Customer Support team

Responsible for:

  • Supporting customer by responding to usage and technical enquiries and providing system training.
  • Processing and dispatching customer orders including the accurate completion of the company stock records.
  • Receipting, testing and recording deliveries received from suppliers.

Background

Chronologic is a B2B supplier of time and attendance, and workforce management systems. It supplies a range of systems and products to techie and non-techie people in a wide range of businesses and market sectors.

Chronologic is seeking to grow by providing a high level of customer service. The implications of this are that everyone working in the Operations Department will, in general:

  • develop an understanding of a wide range of activities;
  • need to develop a broad range of skills so that the range of activities can be covered effectively; and
  • often work together with other team members on certain activities.

The job involves working from the operations base in Midsomer Norton; there is the occasional need to visit customer sites from time to time.

Marketing Manager

Key working relationships

  1. Customer Support management
  2. Operations Director
  3. The Customer Support team
  4. Other members of the Sales and Customer Service team

Key Responsibilities

  • Receiving, checking and booking stock.
  • Inspecting and/or testing goods received according to agreed procedures.
  • Flashing UK firmware for imported clocking terminals.
  • Acting as first line support/dispatch answering the support line and either addressing the issue or scoping it for others.
  • Creating and maintaining accurate support requests in the ticketing system to provide accurate and detailed customer history and management information.
  • Diagnosing and resolving support issues.
  • Managing role holder’s ticket queue keeping customers informed of progress and actions and resolving issues in a timely manner.
  • Maintaining the company’s knowledge base records.
  • Contributing to on-line customer training course for company supplied systems.
  • Supporting others in the Customer Support and Sales and Customer Care teams.
  • Learning how to remotely install and support software packages on customer sites.
  • Developing a knowledge of how to test systems and resolve problems.
  • Maintaining a high level of quality in all aspects of the job. Following company procedures where they have been formalised.
  • Working with customers using a degree of tact and diplomacy.
  • Anything as required by the business