Support Desk Analyst

About Us Reveal Media specialises in Body Worn Camera systems that capture evidence from a first-person perspective. This equipment has a proven and major impact on crime reduction, abuse against the wearer and the associated cost reductions. We have become the most successful European company in this rapidly expanding market and have sold our equipment to the majority of Police Forces in the UK as well as many local authorities and private organisations. Reveal Media has also sold into over 40 countries and is rapidly expanding its international activities. It's an exciting time to work for Reveal as we continue to lead the world in the development and application of Body Worn Video Technology. Purpose of the Role To provide first line support by handling Fault Report Forms and Service Requests submitted via telephone, email and online, and managing them through the appropriate hardware and software support processes in line with agreed SLA’s To provide support to our UK customers as well as our international partners and customers, working closely with support teams in the US and APAC. To contribute to ad-hoc projects and regularly provide status update reports to management. Demonstrate a basic understanding of troubleshooting methodology to increase incident resolution at the 1st line level and ensuring sufficient details are captured/logged before the case is escalated to the 2nd / 3rd line support teams. The Support Engineer aspect of the role is an important part of the Reveal Helpdesk, providing customer software support for our software (DEMS) related issues, undertaking analysis and diagnosis, and implement resolutions within agreed timeframes. This role requires excellent customer service skills and advanced technical experience, demonstrating a passion for emerging technologies and the commercial insight to ensure the Reveal Helpdesk achieves its primary objective. Responsibilities Inbound Service Desk Calls To be the first point of contact for all inbound customer calls and emails. Walk customers through the case management process and fulfil customer requests for information. Resolve technical issues over the phone wherever possible. Log and take ownership of all inbound cases and escalate to the relevant hardware and software support streams. Utilise excellent customer service skills to keep customers updated on their open cases and exceed customers’ expectations on aftersales care. Identify the warranty status for all incoming hardware cases. Articulate warranty options to customers. Upsell and take payment for extension of warranties. Outbound Service Calls Respond to all submitted Fault Report Forms. Follow up with customers, provide feedback and see problems through to resolution. Ensure all fault Repair Forms are responded to within 1 working day of submission. Case Logging Logging of all incoming calls and emails. Tracking of all Fault Report Forms, including hardware, software and internal IT. Escalating service issue to the Service Delivery Manager. Track, route and redirect problems to correct resources. Update customer data and produce activity reports. Produce Management report which provides a clear view of the volume and support desk trends. Arrange RMA collections and returns via company appointed courier. Continuous Improvement Work with Service Delivery Manager to create, document and maintain knowledge base. Recommended procedure modifications or improvements. Preserve and grow your knowledge of support procedures, products and services. Logging of all incoming calls and emails. DEMS/Software Support (Reveal proprietary software) Act as the main point of contact for all reported issues or queries (via telephone or email) relating to DEMS. Demonstrating the ability to troubleshoot and resolve complex DEMS related issues. Escalating unresolved calls to the product engineering and development team. Maintain a high degree of customer service. Provide training and rollout support on DEMS upon request. Escalating cases to the Service Delivery Manager where necessary. Create and continually update documents to detail the client requirements for a successful rollout of DEMS and Body Worn Camera Solution. Identify the warranty status for all incoming hardware cases. Articulate warranty options to customers. Upsell and take payment for extension of warranties. Qualifications, Skills and Experience Essential Experience of providing external customer support in a support desk/call centre or similar environment. Ability to analyse, prioritise and correctly triage service requests. Excellent customer service and verbal communication skills. Accuracy/attention to detail. Empathetic telephone manner. Experience of using call/incident/CRM logging systems e.g. SalesForce.com. Good appreciation of and interest in technology. Competent Excel user. Reliable self-starter that is service driven that enjoys getting the job done. Can think through problems, troubleshoot in a methodical manner and escalate as required. Can undertake small/medium projects. Has a good understanding of IT security. Is always open to learn new skills and adding value. Has good documentation and communications skills. Desirable Working knowledge of helpdesk software, databases and remote control. An IT related qualification e.g. computer science/engineering degree or equivalent. Windows Servers (setup and maintenance). Active Directory. Maintain and configure laptops, desktops and mobile devices. Networking, switches, routers and firewalls (DNS, DHCP, TCP/IP). MS Exchange. MS SQL experience. Software installs and upgrades. MS Office. This role will be subject to police vetting.