Technical Support Advisor

i6 is a market leader in aviation fuel management technology, providing digital solutions that optimise fuel operations for airlines, fuel service providers, and fuel suppliers. Our mission is to transform aviation fuel management, making operations smarter, greener, and more efficient.

Role Overview

To provide 1st and 2nd line technical support to customers across the complete i6 product range and manage the problem to resolution either internally within the support team or from 3rd line support by the internal development teams. 

This is a 24/7, global service therefore the job holder will be required to work a variety of shift patterns. The role holder will manage the communication with the customer for the duration of the problem, keeping them updated with progress and any issues that will hinder the successful closure. 

Answer incoming tickets, social media or phone calls and troubleshoot customer technical problems within the i6 platform and hardware.

Key Responsibilities

• Answer customer phone calls and emails to accurately to diagnose, prioritise and communicate customer issues
• Respond and aid in the resolution of all submitted support tickets
• Contact and implement customer canary testing resulting in full hardware updates so that all customers have the latest released i6 App versions on tablets. 
• Ensure all hardware repairs are sent and tracked through the correct process. Configuring the tablets on return so that the customer receives their Hardware in the correct working state
• Prioritise and triaging of Incoming bugs on the ATLAS board.
• To cover on-call shifts as required to support business and customer requirements - This will include UK silent hours and weekends.
• Communicate with the wider business when required or necessary to ensure all goals are achieved.
• To work closely with other departments of customer related service desk issues.
• Ability to assist and support other teams in Data entry and configurations
• Assist in other projects provided by your manager that involve configurations and data entry within operational support

Delivery

• As a global business we provide 24/7 support to our customers; this means this role will be required to provide support as dictated by business and customer requirements. Any changes to shift patterns will be agreed one month in advance to support business priorities.
• Question and, where necessary, challenge constructively any instruction believed not to be in the best interest of the business or its customers.
• Identify process improvements - agree and then implement initiatives (after approval) so as to continuously improve the responsiveness to both customer & business needs.
• Deliver to agreed timelines and ensure you raise an issue early on with your manager if you believe you’re unlikely to hit any agreed deadline. 

Stakeholder Management

• Provide excellent customer service at every opportunity both internally and externally – going the extra mile to help a customer and ensure that the business achieves its goals
• Put the client first and accommodate changing business priorities with a positive outlook and ensuring other team members are sharing the change in direction
• Continue to be driven by supporting the needs of our customers as the first priority whilst ensuring the day to day role is carried out to a high standard
• Support the business and department by improving processes and enhancing efficiencies
• Communicate highly effectively and early both internally and externally as appropriate

Risk and Compliance

• Full adherence with all company policies and procedures as published from time to time.
• Utilise company resources efficiently and cost effectively
• Protect the security of all company and customer data/information at all times.
• Fulfil and comply with the terms and conditions of your contract of employment with the company
• Efficient and accurate time recording is a business  requirement; you are required to time record on a daily basis.
• Adhere to all Health and Safety practises at all times.

Personal Development and Outlook

• Set and maintain a high standard of business/personal behaviours regarding appearance, timekeeping, use of business resources, attitude, communication and courtesy.
• Maintain a positive, can-do attitude and to constructively challenge requests that may be achieved in a more effective manner

• Provide a positive outlook in challenging times. Ensuring that when timelines are challenging, the outlook is positive ensuring that others are also encouraged continuously
• To ensure that continuous professional development is undertaken and completed
• Work with minimal supervision on complex tasks
• Contribute to the achievement of the business vision and objectives.
• Annually review your job progress with the objective of achieving continuous improvement.
• Assist in the provision of information, staff training and technical instruction as appropriate
• Work with clear goals and KPIs
• There will be a requirement to attend the Farnborough or Manchester office as detailed by the line manager.

Skills & Experience 

• To provide excellent customer service at every opportunity both internally and externally - going the extra mile to help a customer.
• Demonstrate practical problem solving skills and an ability to effectively interpret and process a variety of instructions and requests provided in oral, written, diagrammatic, or scheduled form.
• Must portray strong verbal and written communication skills. have an ability to listen/read, analyse, and interpret consumer feedback and relay clear, concise, and helpful information and insights back to the consumer and the general public.
• To work autonomously and with a team to get the task completed, with discussion/advice as required.
• To endeavour to meet all commitments that you make and communicate effectively and early if you are not able to achieve a commitment both internally and externally.
• To be flexible within working hours as your job will involve shift work.

Experience

• Customer Service 
• Language skills advantageous but not essential 
• Technical software skills / knowledge is advantageous
• Ideal candidate would have Aviation Industry knowledge

Benefits & Perks

• Remote working
• Competitive salary
• Apple MacBook setup
• Great healthcare coverage
• Retirement 5% salary match
• i6 Group company days
• We offset your carbon footprint
• Trusted to do your best work