Data Analyst - Support Technician

Posted 21 October by REED
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A permanent position for a Data Analyst - Technical Support Technician to join a busy, vibrant Technology business, based in Newbury.


The Company

A successful international Technology company established over 50 years ago. Specialists in providing an improved consumer experience within the retail market through innovative RFID data and systems.

Job Description 

As Technical Support Technician, you will be responsible for providing remote assistance to clients and customers. You will provide data analysis and reporting for clients. Carry out daily tracking of data retrieved. You will also ensure correct functioning of the equipment in stores in respect of certain criteria agreed with customers and to make any remedial actions to achieve a positive resolution. 

Role Responsibilities:

Performing Remote maintenance Intervention: connection, problem-solving, troubleshooting

Analyse data

Provide data analytics

Create the database and save the initial settings

Connection test with modem

Updating the database

Handling of remote maintenance requests

Customer contact in order to troubleshoot where necessary

Customer report by email and/or phone

Closing of calls in Click/ SAP according to the procedure in force

Escalate calls to the Field Service technicians if a remote fix is not possible.

Writing of monthly reports for Key Account managers and clients with maintenance contracts

Preparation of activity statistics

Maintain records of remote service history.

Person Specification

Degree/diploma in electronics or computer science

Experience in monitoring and control activities for software support, as well as experience in building relationships with clients in order to solve technical problems

Experience of using SAP -

Excellent written and verbal communication skills.  Used to dealing with customers on a daily basis and providing consistently high levels of customer service.

Field technical maintenance experience (troubleshooting)

Good user level in Microsoft Office

Good problem solver

Has a very well organised approach and able to manage priorities.

 

Package:

£27,000 - £28,000

Plus Benefits

Reference: 39187505

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