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Customer Technical Support

4 months ago

Andover, United Kingdom Wessex International Full time
Job Title: Technical Customer Support

Overview:

We seek a proficient Technical Customer Service Representative to join our dynamic team. As a Technical Customer Service Representative, you will serve as the first point of contact for Dealers and end users seeking technical assistance over the phone, email, or chat. You will address inquiries, provide guidance, troubleshoot technical issues, and ensure customer satisfaction through effective communication and problem-solving skills. You will be office based at the Wessex Factory in Andover, Hampshire.

Responsibilities:nProvide Technical Support:

Deliver exceptional technical support to customers by resolving inquiries, troubleshooting issues, and providing guidance on product features and functionalities.nRespond to Inquiries:

Answer incoming customer inquiries via phone, email, or chat promptly and professionally, ensuring accurate and timely resolution.nTroubleshoot Issues:

Diagnose technical issues, analyze problems, and guide customers through step-by-step solutions, utilizing troubleshooting techniques and resources effectively.nDocument Interactions:

Maintain detailed records of customer interactions, inquiries, comments, and actions taken, utilizing CRM systems or ticketing software to track and manage customer issues.nEscalate Complex Cases:

Escalate unresolved issues to appropriate internal teams, such as Tier 2 support or development, ensuring prompt resolution and effective communication with customers.nProvide Product Education:

Educate customers on product features, functionalities, and best practices, empowering them to maximize their use of the product and achieve desired outcomes.nEnsure Customer Satisfaction:

Proactively follow up with customers to ensure their technical issues are resolved satisfactorily, and provide assistance with any additional questions or concerns.nCollaborate with Team:

Work collaboratively with cross-functional teams, including Engineering, Product Management, and Sales, to address customer needs, communicate feedback, and contribute to ongoing product improvements.

Qualifications & Experience:nTechnical Proficiency:

Solid understanding of mechanical engineering and Agricultural or Groundcare machinery. Previous experience in using Agricultural or Groundcare machinery so that you can relate well to customers situations.nCustomer Service Skills:

Excellent communication skills with a customer-focused approach, including active listening, empathy, and the ability to explain complex technical concepts in simple terms.nProblem-Solving Abilities:

Strong analytical and problem-solving skills with the ability to quickly assess situations, identify root causes, and implement effective solutions. Maintain a balanced view and remain steady even under pressure.nAttention to Detail:

Meticulous attention to detail with the ability to accurately document customer interactions, troubleshoot issues systematically, and follow through on resolutions.nAdaptability:

Ability to thrive in a fast-paced environment, multitask effectively, and adapt to changing priorities and customer needs.nTeam Player:

Collaborative mindset with the ability to work effectively within a team environment, share knowledge, and contribute to a positive work culture.

Join our team and be a key contributor to providing exceptional technical support and ensuring customer satisfaction Apply now to embark on an exciting career as a Technical Customer Support.