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1st Line Technical Support

3 months ago

Kendal, Cumbria, United Kingdom Walker Fire Ltd Full time
We're looking to hire a 1st Line Technical Support Advisor to join our experienced team based in Kendal.

The purpose of your role is to deal with customer fire and security system related issues and resolve at first instance.

You will join a highly motivated team and be part of a growth business working with colleagues who care about our customers.


Person Specification

  • Confident and selfaware with the ability to communicate professionally
  • Able to influence positively to gain effective outcomes
  • Able to maintain performance in stressful and challenging circumstances
  • Able to build and maintain longterm professional relationships both internally and externally
  • Able to identify solutions to suit internal and external customers
  • Produce high quality work ensuring recording and use of systems is accurate is analysed and acted upon
  • Always putting the customer, our people and our business at the center of everything you do
  • Effective organisation to ensure priorities, goals and deadlines are achieved.

What you will be doing

  • Raising support tickets on the CRM system and complete with resolve action.
  • Troubleshooting customer tech problems utilising standard procedures.
  • Providing fixes as per the procedures and guides available or raising for senior tech support or an engineer's visit as appropriate.
  • Liaising with the planning department where an engineer's visit is required.
  • Liaising with senior tech support for further advice.
  • Go through false alarm management notifications and follow procedures to deal with each one.
  • Achieving daily and monthly Key Performance Indicators to provide our customers with the highest level of customer service and support
  • Working on a variety of platforms and software to support our customer base

Job Types:
Full-time, Permanent

Salary:
From £23,000.00 per year

Benefits:

  • Additional leave
  • Company events
  • Company pension
  • Free parking
  • Onsite parking

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • No weekends

Ability to commute/relocate:

  • Kendal: reliably commute or plan to relocate before starting work (required)

Education:

  • GCSE or equivalent (required)

Experience:

  • Customer support: 1 year (required)

Work Location:
In person