Principal are a leading IT, Solutions and Print provider, with over 30 years experience in the managed print industry. We provide tailor made solutions for document print management hardware, software, IT consulting, on-premise IT infrastructure and cloud based services.
Reporting to the Operations Manager, the role is focussed on the resourcing and scheduling of support provided by our field based technicians across print hardware, solutions support and IT services. Pulling together information from a variety of sources to facilitate an outstanding customer experience you will take ownership of support requirements from end to end, ensuring we achieve excellence and adhere to departmental procedures consistently.
Adherence to customer and internal SLAs
Excellent levels of customer satisfaction
A complete understanding of available resources
Intelligent coordination of resource to ensure technicians are equipped to provide an excellent service to our customers
A commitment to maintaining an in depth understanding of our products, services and contracts to provide a holistic and appropriate response to support issues
Ownership of support requests. This includes escalation to external sources where appropriate and following every call or ticket through to resolution
Scheduling of support calls to minimise travel and time to resolve
Ability to work flexibly to support the needs of the wider team