AddressRole Purpose:
Reporting to the Senior Manager, Partnership & Networks, the Technical Support Specialist will play a key support role to both Customer Service Agents, Technicians and Towing Operators who are assisting customers with their vehicle mobility incidents. This support will be provided in real time in order aid the assistance provided to customers.
Key responsibilities include:
Technical Liaison
- To work closely with the wider Automotive Network, Emergency Assistance and Customer Care teams, Strategic Account Managers and Contact Centre Support team to drive the technical development of Allianz Partners roadside assistance program.
- Build and maintain excellent working relationship with relevant technical personnel within manufacturer brands whom Allianz Partners Australia provide Technical Support for.
- Develop, propose and drive the technical strategy of the Allianz Partner roadside assistance program
- Stay up to date with any manufacturer and vehicle updates through staying connected with manufacturer brands whom Allianz Partners Australia provide Technical Support for.
- Work closely with Allianz Partner Learning team to ensure technical knowledge base is maintained within training materials and delivery.
Technical Support
- To provide support to technicians either in real-time or in retrospect in relation to parts identification, diagnostic procedures and roadside repair and mobilisation procedures.
- To provide support to towing operators either in real-time or in retrospect in relation to appropriate towing protocols for specific vehicles.
- Provide real-time escalation support to Customer Service Agents
- To work with front line operations teams to improve on-phone mobilisation rates (help on phone) and correct fault diagnosis
- Assist in the implementation of partner systems such as telematics (connected car) portals and vehicle fault finding systems
- Development of training modules and materials and the delivery of the training both Customer Service Agents and Network Providers as required and planned.
- Consistently and effectively provides coaching and feedback to Network Providers with an aim to consistently improve survive.
Quality Assurance
- Ensures all relevant Quality Assurance guidelines are followed and adhered to.
- Utilise customer experience insights such as NPS and Complaints data to in order to determine the technical training needs of both Contact Centre Customer Service Agents and Network providers with an aim to consistently improve the quality of service provided.
- Work closely with Contact Centre Support function to ensure all technical requirements and processes are incorporated within Quality Assurance frameworks and process landscapes.
Communication
- Listens to customers in order to fully understand needs.
- Demonstrates active listening, digesting information and conveying a solution effectively and quickly.
- Ensures all written communication is clear, concise and is consistently of a high standard
Compliance
- Adhere to the compliance obligations relevant to your position and comply with policies, processes and training requirements.
- Report and escalate risk and compliance related concerns, issues and failures to management.
As the successful Technical Support Specialist, you will show:
- Knowledge of modern training techniques and tools in technical subjects
- Mechanical background will be an advantage or Degree in a relevant technical field
- Certification such as CTT+ (Certified Technical Trainer) is a strong asset
- Experience in designing technical course content.
- Working knowledge in MS Office (especially Powerpoint)
- Outstanding communication skills and comfortable speaking to crowds
- Excellent organizational and time-management abilities
- Strong attention to detail
- Demonstrates and ability to contribute to a dynamic customer service team
- Ability to self-manage performance against set goals and KPI’s
- Is flexible in adapting to a changing environment
- Commitment to personal development and ongoing learning
- Ability to multi task and manage time effectively.
43082 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
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