Allianz Popular Sl. | Technical Support Specialist

vor 3 Wochen

Brisbane, Österreich Tideri Jobbörse Vollzeit

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 to aid the assistance provided to customers.

Key responsibilities include:
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 relationships 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:
Provide support to technicians either in real-time or retrospectively regarding parts identification, diagnostic procedures, and roadside repair and mobilization procedures.
Provide support to towing operators either in real-time or retrospectively regarding appropriate towing protocols for specific vehicles.
Provide real-time escalation support to Customer Service Agents.
Work with front line operations teams to improve on-phone mobilization rates and correct fault diagnosis.
Assist in the implementation of partner systems such as telematics (connected car) portals and vehicle fault finding systems.
Develop training modules and materials and deliver training to Customer Service Agents and Network Providers as required and planned.
Consistently and effectively provide coaching and feedback to Network Providers with the aim to consistently improve service.
Quality Assurance:
Ensure all relevant Quality Assurance guidelines are followed and adhered to.
Utilize customer experience insights such as NPS and Complaints data to determine the technical training needs of both Contact Centre Customer Service Agents and Network providers 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:
Listen to customers in order to fully understand their needs.
Demonstrate active listening, digesting information and conveying a solution effectively and quickly.
Ensure all written communication is clear, concise, and 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.
Work collaboratively with customers and colleagues to deliver improved outcomes.
What you bring:
Knowledge of modern training techniques and tools in technical subjects.
A mechanical background will be an advantage.
Experience in designing technical course content.
Ability to address training needs with complete courses.
Working knowledge in MS Office (especially PowerPoint).
Outstanding communication skills and comfort speaking to crowds.
Excellent organizational and time-management abilities.
Degree in a relevant technical field.
Certification such as CTT+ (Certified Technical Trainer) is a strong asset.
Strong attention to detail.
Demonstrate an ability to contribute to a dynamic customer service team.
Ability to self-manage performance against set goals and KPIs.
Flexibility in adapting to a changing environment.
What we offer:
Our employees play an integral part in our success as a business.
We appreciate that each of our employees is unique and has unique needs, ambitions, and we enjoy being a part of their journey.

We empower and encourage you with your personal and professional development, ensuring that you take control by offering a large variety of courses and targeted development programs.
All that in a global environment where international mobility and career progression are encouraged.
Caring for your health and wellbeing is a key priority for us.
This is why we build Work Well programs to provide you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

61846 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world.
Caring for our employees, their ambitions, dreams, and challenges is what makes us a unique employer.
Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer.
We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.

Great to have you on board.
Let's care for tomorrow.

#J-18808-Ljbffr

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