Technical Support Specialist

2 weeks ago

London, United Kingdom Vatix Full time

At Vatix, we provide category-leading employee safety IoT and SaaS solutions to help businesses and governments keep their people safe and productive. Our products are used in almost every industry, and we are a favoured provider to large enterprises such as Intel, Siemens, Co-Op and Wren Kitchens. We also work in the public sector with government agencies, the NHS and educational institutions such as Cambridge University.
We are looking for a talented and motivated Technical Support Specialist to join our customer support team and take the lead on technical issues and the configuration of our Internet of Things (IoT) products. The ideal candidate will enjoy the variety this role offers - from investigating software-related issues to configuring and troubleshooting our safety alarm devices (IoT), you will be in a fast-paced environment working alongside software engineers and customer-facing colleagues.
If you’re naturally a helper, enjoy assisting people with computer issues, and can easily explain technical details, we’d like to meet you.
Help with setting up IoT (safety alarm devices) and configuring them for use by the customer.
Answering the phone and being the first point of contact for customers.
Diagnose and troubleshoot technical issues, including account setup and IoT configuration
Track issues through to resolution within agreed time limits and use our customer relationship management system (Salesforce) to record actions and next steps
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Appropriately escalate unresolved issues to appropriate internal teams (e.g. software developers)
Experience with customer support, speaking to customers on the phone and over email
Good understanding of computer systems, mobile devices and other tech products
Familiarity with help desk software
Ability to provide step-by-step technical help, both written and verbal
Regular training and personal development budget included.
~ Comprehensive private health insurance and Vitality benefits.
~ A range of drinks are available, including juice, tea, coffee, and soft drinks.
~25 days of annual leave, plus a pension plan.

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