Reporting to the Technical Account Manager, The Technical Support Agent is a key support function to all arms of the business. As a Technical Support Agent you are responsible for Customer Service, Product Support, Technical/ System Support and maintenance. The role will consist of resolving in-bound support calls and emails providing Tier-01 & Tier-02 product support to both internal and external stakeholders, scheduling of our Content Management Systems, maintain and support all application systems and equipment used by the Mood Media user community. The position will also be responsible from time-to-time for providing technical pre-sales support to the sales team, channel partners, marketing department and prospects.
Above all else, your role is to ensure that Mood Media delivers the best service to all of it’s customers, at all times and within the agreed terms.Resposibilities will include but not be limited to:
- Develop and Maintain a highly detailed understanding of Mood’s Solutions and other complimentary technology
- Support the customers as the main point of contact for Mood Media’s solutions handling inbound calls & emails or when requested proactively resolve service issues
- Provide both tier-1 and tier-2 technical support to non-technical stakeholders both internally and externally
- Respond to all queries in a professional manner paying attention to potential frustrations that customers may be experiencing.
- Ensure call notes are recorded as per Mood’s procedures
- Ensure to follow-up on outstanding item/ tasks in a timely manner
- Manage the installation of new deployments/ rollouts
- Process and fulfill sales orders
- Review & receive sales tasks through handover process and ensure full delivery as per scope
- Keep communication channels updated with progression of tasks/ rollout’s as that the greater business can see progression/ status
- Review pricing and invoicing received from vendors (E.g. Technical subcontractors)
- Act as a liaison officer with Technical Subcontractors to ensure the completion of works within desired timeframe and budget
This is a role that requires intermediate technical and high communication skill sets. It is an exciting opportunity to play a key part in our continued growth in the provision of visual and audio-based solutions for many retailers across the country.
