Technical Deployment Agent

To ensure customers receive the correct software and technical setup for their devices, delivering accurate, timely, and high-quality technical deployment across all orders, as directed by the chain of command, at their discretion. The role also provides secondary support to the technical support function, assisting with customer queries and tickets where required to maintain service continuity., Technical Deployment

• Prepare and deploy software installation links or packages in accordance with customer orders and company deployment procedures.
• Verify that the correct software versions, licensing, and configurations are applied before release to customers.
• Maintain accurate records of deployment activities, tracking progress and confirming successful completion.
• Escalate technical or process issues promptly to senior team members or relevant technical specialists.
• Contribute to the ongoing improvement of deployment processes and documentation to enhance accuracy and efficiency.

Technical Support (secondary)

• Respond to customer technical support queries and tickets as directed, helping to maintain service levels during busy periods or staff absence.
• Troubleshoot straightforward technical issues, escalating complex cases to the Technical Support team.
• Maintain a professional, empathetic, and solution-focused approach when providing support.
• Log and update support tickets accurately in Zoho Desk, CRM, or assigned systems.

Data Accuracy and System Integrity

• Take ownership of the accuracy and quality of data entry in the CRM and Immybot portal.
• Maintain a high level of proficiency using all systems.

Resolution of Exceptions and Queries

• Handle initial complaints and refer them for action as contained in SOPs.
• Escalate exceptions through the chain of command, so that policies and SOPs can be updated.
• Assist other teams with queries, as appropriate, ensuring assistance does not affect normal tech support department operations.

Team Support and Additional Duties

• Proactively support line managers and other team members by taking on additional, reasonable tasks and projects as required.
• Participate in team meetings and contribute to the ongoing improvement of team processes and knowledge sharing.
• Maintain flexibility in your daily routine to accommodate urgent requests and shifting priorities, while ensuring core responsibilities are met.

Essential

• Technical accuracy and attention to detail.
• Strong organisational and time-management skills.
• Good written and verbal communication skills.
• Good understanding of exceptional customer service.
• Ability to manage multiple priorities and deadlines.
• Ability to collaborate effectively and build strong relationships with team members and other stakeholders.
• Proactive and flexible approach, with a willingness to support colleagues and adapt to changing demands, including providing technical support cover when required.

Desirable

• Experience or familiarity with the DSA and related industry.
• Familiarity with assistive technology equipment or educational sector logistics.
• Experience in software deployment, device setup or technical fulfilment.
• Experience in a customer support or ticketing environment.
• Interest in technology and customer experience innovation., The best decisions at AS come from people who act, not people who wait. Courage here means taking initiative, speaking up when something isn’t right, and looking for ways to make your work and our work better., Accountability at AS means owning the full arc of your work - from the moment a task or problem lands with you to the moment it is resolved. No passing on, no waiting to be chased, no shrinking from what is yours.

At Assistive Solutions, our work is guided by five core values - Courage, Accountability, Diligence, Collaboration, and Excellence. They’re not aspirational statements; they’re the standard we hold every member of staff to, in every role, every day - in how we make decisions, how we treat the people around us, and how we show up for the students and professionals who depend on what we do.