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Technical Customer Support Specialist
3 months ago
Location:
Leicester Office
Salary:
Up to £32k dependant on Skills/Exp + good additional benefits
Admin Oriented and Tech Oriented Duties
Service request triage
Basic trouble shooting skills
Service request logging
- Field service work orders
- RMA
- Shipping label creation
Quotations for service/ Contract renewals
Spare Part Requests
Parts verification
General After sales Questions
- Certificates
- Copy of service report
Field action support
As the Technical Customer Support Rep you will provide after-sales customer service and remote technical support by handling remote interaction with customers to resolution within the UKIN region.
You will need to be based in LeicesterESSENTIAL DUTIES AND RESPONSIBILITIES
Provide after-sales customer service and remote technical support by handling remote interaction with customers to resolution, assuring high customer satisfaction.
Answer customers' inquiries (via phone, fax, e-mail, IM, etc.) in an efficient, accurate and professional manner.Formally document customer complaints / service notifications and interactions, in line with company guidelines.
Accurately diagnose and troubleshoot customers' technical problems, provide responses regarding general questions, service products, spare part number identification and pricing.
Create a service order or escalation if a remote solution cannot be offered.Transfer complaints for investigation and resolution to the relevant people and or departments when vital.
Provide product module configuration instructions and use training per DFU and authorized materials.
Leverage company knowledge and resources to ensure the delivery of valued, cost-effective after-sales service and technical support to customers, technical service providers and colleagues within Sales & Marketing, Customer Services, Product Services and R&D/ Engineering.
Develop and maintain strong working relationships with distributors, customers, technical service providers and colleagues within Sales & Marketing, Customer Services, Products Services, Field Services and R&D/Engineering.
Other duties may be assigned as needed.EDUCATION AND EXPERIENCE
Minimum HND level qualification.
Minimum of 2 years of customer service experience and/or experience with providing technical support, troubleshooting.
Affinity with Information Technologies, including Windows operating environment, device connectivity, network design and supportability.
Knowledge of one or more software programming languages would be a significant advantage.
QUALIFICATIONS AND SKILLS
Excellent communication skills on different levels.
Customer focused approach.
Ability to switch quickly between tasks and processes.
Strong time management / planning skills.
Ability to identify process improvement opportunities and escalate it to the Supervisor.
