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Customer Care Coordinator 86 views

First, a little bit about us

We’re exceptionally proud to be a home-grown success story. 16 years ago, we were your classic kiwi start-up that has now evolved into a successful global IT solutions business. Our talented, energetic people are the heart and soul of our business. We look after each other, fostering a culture of authenticity and trust and have a lot of laughs along the way.

What does this role involve in a nutshell?

Sitting within our Sales/Customer Care team you’ll play a vital role in supporting our Service Delivery Managers (and wider delivery team). This is a fantastic opportunity to better understand the world of Service Delivery Management whilst playing a valuable role in exceeding our customers’ expectations. You’ll be busy and heavily relied upon to make sure the following is done to an exemplary standard:

  • Perform initial triage on all incidents ensuring they are accurately logged
  • Proactively ensure prioritization and SLA requirements are met
  • Managing the Support-Wellington mailbox and answering the main support line
  • Ownership, assignment and resourcing of all Customer Care activities to internal resolver groups, managing reassignment or engagement with additional resources as required
  • Escalating any priority 1 or 2 issues to the Service Delivery Managers
  • Organising support-related releases
  • Regular reporting and administration

As well as previous experience in all of the above, this job will be for you if you have:

  • Basic technical troubleshooting/first level response skills from within a L1/L2 helpdesk environment
  • An understanding of Service Level Agreements and the management of Service Levels
  • Experience within the IT industry or within a vendor environment
  • Experience with Microsoft Office products, specifically: Word, Excel and PowerPoint
  • A basic understanding of the following technologies:
    • Microsoft-based infrastructure
    • Microsoft Office (including Office 365)
    • Network Infrastructure – Switches, Cabling, Hardware
    • SharePoint, Lync/Skype for Business.
  • Bonus points for skills in ITIL, Microsoft applications and ITSM systems (ITIL Foundations v.3 Certification preferred).

What’s in it for you?

For a start you’ll be working with a bunch of skilled, supportive and passionate people who have a little pinch of zest. Everything we do at Provoke stems from our guiding principles, that we: look after each other, love our customers and live for tomorrow. With that in mind we offer a heap of perks to make sure you feel looked after. These include:

  • Free health insurance
  • Your birthday off
  • Subsidised mobile plan
  • Free massages
  • Free fruit and snacks
  • An imaginative and active social club!

Plus with around 150 staff (and growing) worldwide, who knows where we’ll pop up next!

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