Summary Of The Position
Support services provide high quality operational and technical application and systems support to PMC's customers and internal business functions. This role is crucial to ensure great customer satisfaction for our customers and resolving the customers issues at first point of call.
As our support team is co-located in the UK and India, cross cultural awareness and the ability to communicate is essential. This is a customer service role but an interest in technology and providing impeccable service to our customers is key.
Key Accountabilities
- Serve as the first point of contact for IT support via phone, email, or ticketing system.
- Log, categorize, and prioritize incidents or requests, ensuring accurate documentation.
- Troubleshoot hardware, software, and network issues, resolving them within defined SLAs.
- Escalate unresolved issues to L2/L3 teams with clear diagnostic notes and follow up to ensure closure.
- Mentor and support junior service desk analysts in handling technical and procedural queries.
- Maintain and update knowledge base articles and standard operating procedures.
- Monitor recurring incidents and contribute to root cause analysis and resolution efforts.
- Ensure compliance with IT security policies and service management protocols.
- Perform Daily BAU tasks and help the DTL with any ad hoc tasks.
- Continually protect the PMC brand by ensuring an awareness of the impact of non-delivery on PMC's reputation with the client
Please note, part of this role, you will be required to work in various US shifts on a rotational basis spanning across 24*7. The US shift pattern - day & night would be as per the monthly Shift Rota of the department.
Skills & Experience (Essential)
- Fully fluent in English
- Experience in either a technical or customer service support environment, preferably high-volume inbound calls
- Excellent interpersonal and communication skills
- Extensive problem-solving skills
Skills & Experience (Desirable)
- Experience within the retail, hotel or leisure environment, with an insight of systems such as tills / EPOS, PMS / reservation systems etc.
- Experience in providing services to agreed SLAs
Personal attributes
- Strong customer service and support focus with a desire to deliver a high-quality service
- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
- Self-motivated and highly professional with ability to follow through on tasks
- Empathy and the ability to communicate both internally and externally
- Ability to multi-task, work under pressure and to tight deadlines
- A desire to learn and improve skills and knowledge
- Adaptable and flexible to business demands
- Strong organizational and planning skills
- Positive can-do attitude, team player
