Technical Support Advisor

Purpose of the role

Want to work for a company that values their employees and provides a clean modern workshop and the opportunity to earn bonuses?

Ajen Monitoring Systems are seeking a permanent full-time Technical Support Advisor to join their motivated and highly driven team.

We are looking for someone with an interest in vehicle electrical systems, a willingness to learn new skills, interested in ongoing development opportunities and enjoys working independently as well as part of a friendly team. 

The purpose of this role is to provide day-to-day, end-to-end technical support across the business. Assist with the smooth running of the corporate workshop & inventory as well as perform ad-hoc duties as required.

Main duties and responsibilities

Core objectives include:

·            Receive, record & respond to customer enquiries

·            Receive, record & respond to agent enquiries

·            Handle escalated troubleshooting enquiries (device & SmarTrac)

·            Interstate travel as required

·            Develop & maintain troubleshooting resources

·            PBT maintenance (database, calibration, distribution & warranties)

·            Assist with Debt Collection Recoveries

·            Assist with service, install, maintain & removal of interlocks

·            Assist with inventory maintenance

·            Assist with agent onboarding and termination (e.g. training)

·            Assist with support site maintenance (e.g. wiring diagrams)

·            After Hour Support

·            Produce reports on a regular basis

·            Conduct all activities in accordance with the Quality Management System

Technical & resource management

· Coordinate the procurement, allocation and dispatch of operational equipment (including computers, trolleys, cabinets, tools and related assets) to service centres, working closely with Inventory and Operations teams.

Other duties

Fulfil other duties as required by management and other department personnel as requested/required.

Person Specification:

Qualifications

· Certificate III in Automotive

Experience

· Experience in performing similar duties is required

Knowledge

· Understanding of vehicle electrical systems

Skills & competencies

· Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.

· Communication: the ability to communicate clearly and concisely**,** varying communication style depending upon the audience.

· Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.

 · Commerciality: ability to apply knowledge in a practical, commercial manner.

 ·Teamwork: willingness to assist and support others as required and get on with team members.

 ·Time management/organization: accomplish objectives effectively within time frame given and carry out administrative duties within portfolio in an efficient and timely manner.

Personal attributes

·            Professional approach.

·            Ability to work under pressure.

·            Organizational and time management skills.

·            Excellent attention to detail.

·            Confident manner.

·            Positive approach to change.

Physical requirements

·Physically capable of working in automotive environments, including under dashboards, within engine bays and confined vehicle spaces, whilst adhering to all WHS/OHS requirements and safe work practices.

Other

· Advanced working knowledge of Microsoft Office suite required

· Clean police check

This job description serves to illustrate the scope and responsibilities of the post and is not intended to be an exhaustive list of duties. You will be expected to perform other job-related tasks requested by management and as necessitated by the development of this role and the development of the business.