![Kingspan Water and Energy](https://media.trabajo.org/img/noimg.jpg)
Technical Customer Service Executive
2 weeks ago
_**Kingspan Water and Energy, part of the Kingspan Group PLC, strives to be the industry leader in driving global change in the design and manufacture of sustainable ways of storing and protecting water and energy. We provide expert environmental solutions for high performance buildings and infrastructure including: Water Management Solutions, Diesel, AdBlue, Oil and Agri storage solutions, Hot Water Cylinders, Service and Telemetry.**_
**Key Responsibilities**
**Customer Service**
- Develop and maintain relationships with existing key accounts and assisting in the onboarding requirements of new customers.
- Work with production, transport department, scheduling, service engineers to ensure the timely despatch of orders and completion of site visits.
- Managing customer requirements via our integrated ERP, software, and helpdesk systems.
- Achieve KPI Targets as set by the Customer Service Manager/Line manager.
- Liaise on a day-to-day basis with field engineers to provide knowledge and support to close off jobs.
**Technical Customer Support**
- Provide 1st line technical support to customer queries and work with 2nd & 3rd line support, product managers and software development teams.
- Take ownership of user problems, perform a technical diagnosis and fix the issue remotely.
- Document all calls on Jira helpdesk system and mange through to satisfactory closure.
- Develop a full technical knowledge of Smart Monitoring products and services, hardware, software systems and delivering ongoing customer training.
- Identifying and reporting on aftersales and technical issues.
- Identify and document product and software issues for review and validation.
- Operate within SLAs and prioritise the level of support needed based on same.
- Promote high standards of health, safety, environmental, quality and product compliance, ensuring that compliance is an integral part of the business.
**Experience & Knowledge**
- Proven and demonstrable experience within a software-based customer service role dealing with calls and queries within a formal customer service environment e.g. a helpdesk, call centre etc
**Abilities & Skills**
- Five GCSE passes (or equivalent) including English and Maths
- Excellent telephone manner and communication skills both verbal and written.
- Excellent organisational and planning skills.
- Strong customer focus and attention to detail both face to face and on the phone.
- Excellent IT Skills - MS Office/Excel experience are crucial (highly IT Literate).
**Desirable**
- Experience in a sales or aftersales environment and database management MSSQL
- Telecommunication industry experience, SMS, GPRS, NB-IOT, Cat-M etc
- Experience of working with cloud technologies
- Experience of network protocols - TCP/IP, SMTP, HTTP
- Process and project management skills and experience are a distinct advantage
**Benefits**:
- Company pension
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Performance bonus
Work Location: In person
Application deadline: 29/03/2024
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