Hotline & Online Technician
At the beginning, this position will mainly support in coordinating installations throughout Poland and disposition of service technicians for installations. Also finishing installations online, meaning to include the finalized installation in the TOMRA network.
This person will constantly already be involved in the online support but will be at the laters after Rollout of our machines be “Hotline and Online Technician” in classic way. Being the first point of contact for customers. This person is responsible to ensure a hotline support for customers fulfilling our SLAs. Either via phone or via ticket system, this person will solve customers’ issues with our reverse vending systems. So this person needs to have a technical education and interest in being in constant contact with customers, always polite and enjoying to support customers requests.
Responsibilities:
- Processing and solving customer inquiries for our reverse vending systems, either via phone or via ticket system
- Troubleshooting, diagnosis and fault rectification via remote support
- Dispatching of Service technicians, if problems cannot be resolved online
- Identification of the reported problem by the customer, providing the first line of support
- Creating service orders in the system and closing them
- Administrative and operational activities (order creation, monitoring order status, finalizing work orders in the system, spare parts maintenance, internal logistics, etc.)
- Provide support for field/service staff operations (resolving emergencies, scheduling visits
- Connecting our customers stores with our TOMRA network
- Finishing installations online with the hotline team – connecting our Reverse vending machines to IT from stores and their headquarters
- Uploading database and software to the network and register to deposit system organization
- Train and develop new colleagues