Customer Support Advisor

Job Title: Customer Support Advisor  

Location: Farnborough 

Salary: £23,875 

Contract type: Permanent  

#LI-Hybrid 

 Responsibilities within the role:

•Supporting the customers alongside the Mobile Support team with all incoming enquiries; includes answering calls, managing emails and tickets

•Working predominantly from the ARO Customer database; taking ownership of the customer tickets and to ensure the response and resolution times are within the agreed SLA’s

•Prepare quotes, process Hardware order requests and liaising with the 3rd party suppliers to ensure delivery is met within the agreed timescale

•Process customer orders on supplier portals & stock control. Responsible for adding all charges to AROs internal billing system

•Supporting all product requests including troubleshooting and fault resolution

•Liaise with suppliers and other departments for any updates whilst ensuring the customer is updated throughout the ticket cycle

•Provide Network & trouble shooting support for the customers to ascertain the best team to support the ticket.

•Support the senior advisor with training and support to new colleagues

•Assist the senior advisor in updating and creating team processes

•Prioritise, plan and manage own workload when faced with multiple tasks

•Working alongside Revenue Assurance; producing reports and managing licenses on the ports

•Report to the management team with any potential escalations, sensitive information on customer accounts or occurrences within the Customer Service team.

•Provide bespoke reporting for the customers on a weekly/monthly basis

•Work closely with the Mobile support team and other departments within the business to establish a good working relationship. This will enable the team to manage the customer accounts to an exceptional standard

•Ensure all customer documentation is updated accordingly, sharing this knowledge with the team

•Record information accurately into our database and ensuring data is kept up to date.

•Manage individual weekly/monthly tasks

•Assist the management team with their workload when required

•Attend the weekly & monthly meetings, providing a solid input around the subjects

•Monitor the customer alerting portals, if an outage occurs this is to be raised to the supplier and to inform the customer. To monitor this outage until service maintains to standard practice

Please note that this is a Hybrid role with onsite requirement 3 days a week at our Farnborough office. 

What we are looking for?

The Mobile Support Agent will be able to work collaboratively with other members of that team across the department to achieve their objectives. You will need to be able to work to a high level of professionalism and display the ARO core values.

You will also:

•Be a customer-focused individual who is self-motivated and can manage their own workload

•Be a problem solver and have the ability to learn products and processes within a timely manner

•Have high attention to detail and take ownership of internal and customer-impacting issues

•Be able to work as part of a wide and varied team

•Have the ability to multi-task and work within a pressurised and fast-moving environment

•Have excellent communication skills; both verbal and written

•Have good I.T skills and strong knowledge of CRM’s and Microsoft office

Aro has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change. 

At Aro we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Aro a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Aro Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.