Technical Support Lead

2 weeks ago

Coventry, United Kingdom FireAngel Safety Technology Full time

FireAngel Technology plc (FA) is a British technology company and is on a mission to protect and save lives by making innovative home safety products which are simple and accessible. FA aims to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of smoke, heat and carbon monoxide detectors to the retail and trade sectors both in the UK and Europe.


A fantastic opportunity to be involved in our first Internal Technical Support initiative within the Customer Support department. Dealing with a variety of B2B & B2C customers and being the escalation point for customer support. Leading Internal Technical Support through customer engagement of our soon to be launched latest connected product offering.


Interaction with a variety of people in the business to support the customers and customer support department through any technical troubleshooting and ensuring customer excellence be a key driver along with empowering the customer with product knowledge.


Responsibilities

  • Responsible for leading the second line Technical Support solution for FireAngel and escalating to third line external support when required.
  • Using a variety of troubleshooting techniques ensuring the customer receives a first-time fix / solution whilst also helping the customer to be empowered to be able to navigate, troubleshoot & install product themselves moving forward.
  • Respond to customer inquiries via phone, email, or chat in a professional and courteous manner.
  • Listen attentively to customer concerns, ask probing questions to understand the issue, and provide appropriate solutions or troubleshooting steps.
  • Develop a comprehensive understanding of the company's products, features, and functionalities.
  • Stay informed about product updates, new releases, and industry trends to provide accurate and up-to-date information to customers.
  • Challenge the status quo to do things better, continuously assess our products then make suggested improvements via the appropriate channel / stakeholder.
  • Collaborate with other areas of the business where appropriate to assist in ensuring our customers receive the best customer experience possible.


Knowledge, Skills and Experience

Required:

  • Proven experience in a technical support role.
  • Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware, software, and network issues.
  • Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
  • Customer-centric mindset with a passion for delivering exceptional service and support.
  • Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
  • Familiarity with help desk software, CRM systems, and remote support tools.
  • Stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.

Desired:

  • Previous experience of testing and inspecting electrical equipment.
  • High school diploma or equivalent: In electrical engineering or related electronics field preferred.
  • A natural ability for learning about technical products and interlink / applications.
  • A hunger and excitement to work for a fast-growing business.
  • Experience in an engineering/technology led organisation.
  • A willingness to roll-up sleeves, be flexible, and take responsibility.

Personal qualities:

  • A clear and effective communicator
  • Charismatic with a sense of fun
  • Desire to succeed and deliver exceptional output
  • People driven and results orientated
  • Confident with a strong self-belief and a positive attitude
  • Problem-solver who takes ownership and will chase down problems to resolution

You should apply if:

  • You are a reliable and structured professional and excel in a company where trust and integrity is the key foundation for everything we do
  • You love rolling up your sleeves to get it done
  • What we’re doing at FireAngel excites you

Culture

  • FA are in the simplicity business and they are building a team, who look at the world a little differently. People that look at the needlessly complicated and say ‘that’s nuts’. Folks that are bold enough to challenge convention. And brilliant enough to actually change it


What's in it for you?

  • The chance to make a real impact in a business intent on evolving the customer journey
  • The opportunity to be involved and deliver new AI / automated customer support channels
  • The opportunity to work with a collaborative team fuelled by an exciting mix of people welcoming both experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself
  • A unique opportunity to carve out your own dream job by simply making things happen at a pivotal time when the company´s future is being shaped. We look for the brightest and smartest who tell us how we can change and evolve
  • Competitive salary & benefits (Health Insurance, Salary Protection etc. )

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