Rob Mannion Email & Phone Number

Reading, England, United Kingdom

Uk

United Kingdom

United Kingdom

• Remote IT Support delivered via client specific dial in and remote access solution’s• Investigation of IT problems and troubleshoot effectively• Listen, understand and interpret customer issues during the course of a support call or email exchange• The ability to multi-task and work under pressure to meet tight deadlines• Work effectively as part of a team, or as an individual as the case / job requires• Maintenance of the company network, internal systems and internal IT equipment • Interface with customers regarding specifications, service calls and other customer support.• Perform installation, modifications and updates to syntellect systems .• Communicate technical progress to the client, conduct weekly meetings and create reports for both the customer and company management• Visit customer sites for site surveys, installation, testing and commissioning.• Escalation and management of customer issues through to resolution • Providing call statistics and ticket summary to the management team• Advising the project management and Presales engineers of the technical viability of proposed solutions• Customer Backups • Hardware / Software support to installed customer base, with provision of 1st / 2nd level support

• Administer the Automated Call Distribution Information Management System, Inference Casebase System and adjunct processors and applications.• Define, produce and analyse Automated Call Distribution, Interactive Voice Response, and Information Management System reports. • Provide Call Centre Managers with staffing forecasts/call statistics and Team Managers with advisor performance details.• Estimate call volumes and call characteristics.• Monitor call centre network services.• Provide historical call data.• Provide adhoc IMS reports to managers as and when required.• Support and update Inference Screen Support as required.• Review and recommend technology needs.• Support , Manage and program the Interactive Voice Response system.• Support and Manage and script the Automated Call Distribution system.• On call 24 hours a day.• Supporting the advisors /managers in the use or Email, Office, Windows Etc.