Technical Product Support Specialist

2 weeks ago

London, United Kingdom Helvar Ltd Full time

**Technical Product Support Specialist**
- "People are our greatest asset" - Adel Hattab, Helvar CEO._

**Are you looking for a Nordic working culture in the UK? or the opportunity to work with teams developing SMART sustainable products with a focus on the wellbeing of people? Then Helvar could be for you**

**Location**: Hawley Mill, Hawley Rd, Sutton at Hone, Dartford DA2 7SY

**Working Model**: Hybrid - 3 days in the office per week, Monday - Friday, 9 - 5 or 8 - 4

**Package**: Base Salary + Bonus

Here at Helvar, we are looking for a** Product Support Specialist** to join our growing international team of talented and innovative Lighting Intelligence technology experts in our Dartford, Kent office

This is a key, senior position within the UK Technical Operations team that will act as a focal point for all technical escalations from Helvar customers and our field service engineers and as a true product and solution expert. This role will work cross functionally, interfacing with many different internal departments and different types of Helvar customers (installers, contractors, facility managers, end users).

**Your role and key responsibilities**

Your main responsibilities will include:

- Researching, diagnosing, troubleshooting, and resolving our Customers’ & Partners’ technical issues in an accurate and timely manner, with a focus on delivering exceptional, market leading customer service.
- Following standard procedures to escalate unresolved issues to appropriate internal departments.
- Supporting, managing, and understanding the needs of the End User which will require advanced communication skills, dealing with all levels technical ability.
- Supporting the UK Technical Operations team with day-to-day technical duties,
- Handling technical support cases through to resolution, ensuring all issues are recorded, tracked,, and escalated as appropriate and follow ups are done in a timely manner.
- Tracking and reporting on all service escalations and creating suggested improvement plans.
- Promoting Helvar solution improvements and providing feedback to the relevant departments.
- Drafting technical documents, manuals, resolution steps and technical support FAQs.
- Providing technical sales advice to the UK sales team and other business units when required.
- Being flexible to go in the office or onto our Partners’ or customers’ sites as appropriate
- Wire testing demos and troubleshooting issues both in the in the office and the field.
- Conducting root-cause analysis for technical issues.
- Compiling KPI’s, monitoring open and closed tickets etc, including Monthly and Year-end reporting statistics.
- Acting as an ambassador to drive forward the Technical support function’s agenda including liaising with Product Management, Product Creation and other internal disciplines.

**Core competences, knowledge and skills required**

To succeed in this role, you should demonstrate the following competencies:
**Skills Needed for the Technical Product** Support Specialist**
- Knowledge of Lighting Controls and/or AV equipment would be an advantage.
- Passionate about delivering exceptional customer service and value.
- Excellent verbal and written communication and superior listening skills
- Experience with Technical hardware products and related software knowledge.
- Problem-Solving and Critical thinking under pressure.
- Time management and the ability to multitask
- Experience of managing customer expectations and delivering results against tight deadlines.
- The ability to work in a team and other Business Units to deliver maximum importance of dealing with the issue.
- Advanced IT skills using Microsoft Outlook, Word, PowerPoint, and Excel.
- Confident in your abilities, effective communicator, and ability to scope, produce and present to internal and external Stakeholders.
- Eager to learn, constantly curious and proactive in finding new and creative solutions to problems
- Understanding of layer 2 and 3 IT networks
- Must be flexible and agile, with the ability to adapt your approach to maximise results.
- Able to work confidently on your own with a strong focus on accountability and ownership
- Ideally an Electrical or Electronic background.
- BSc degree in Engineering (Electrical, Electronics or a similar field) is a strong plus

**Why Work at Helvar**
- The Well-being of our people and our customers are at the heart of everything we do.
- We are 102 years old as a company and value stability and growth within our workforce.
- We invest in Helvar: over the past 2 years, we have grown by over 100 employees that make up almost 300 employees globally.
- We have a culture centered around trust, meaning you'll get autonomy over your work and get to drive forward solutions.
- We invest in you: we encourage innovation with access to our online learning academy, and monthly knowledge cafe's and give all employees 1 hour per week dedicated to learning.
- Annual personal development plans with

  • Technical Product Support Specialist

    2 weeks ago

    London, United Kingdom Helvar Ltd Full time

    **Technical Product Support Specialist** - "People are our greatest asset" - Adel Hattab, Helvar CEO._ **Are you looking for a Nordic working culture in the UK? or the opportunity to work with teams developing SMART sustainable products with a focus on the wellbeing of people? Then Helvar could be for you!** **Location**: Hawley Mill, Hawley Rd, Sutton at...

  • Technical Product Support Specialist

    2 months ago

    London, United Kingdom Helvar Ltd Full time

    **Technical Product Support Specialist** - "People are our greatest asset" - Adel Hattab, Helvar CEO._ **Are you looking for a Nordic working culture in the UK? or the opportunity to work with teams developing SMART sustainable products with a focus on the wellbeing of people? Then Helvar could be for you!** **Location**: Hawley Mill, Hawley Rd, Sutton at...

  • Technical Product Support Specialist

    3 weeks ago

    London, United Kingdom New Appointments Group Full time

    Technical Support Specialist (& Trainee Technical Support Specialist) required.Join a world class team working at the forefront of print technology! This is a hybrid role, which also requires extensive travel overseas (including India, USA and Europe), and one week per month in East Kent. 37.5 hours per week, Monday to Friday. £30,000 to £40,000 per annum,...

  • Technical Support Specialist

    6 hours ago

    London, United Kingdom FRENCH RESOURCES Full time

    International Tech company for the construction industry based in London is looking for a Technical Support Specialist. You will be working in a small team and will assist mainly installers and distributors, but also housing associations and property managers at times. This role requires electrical/electronic knowledge more than IT experience. The Techinical...

  • Technical Support Specialist

    5 days ago

    London, Greater London, United Kingdom ECi Software Solutions Full time

    For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers'...

  • Technical Product Specialist

    4 weeks ago

    London, United Kingdom WiseTech Global Full time

    WiseTech Global is the world’s leading provider of software for the logistics industry. It’s never been more important for companies like FedEx and DHL to have resilient supply chains. Our software solutions provide efficiency, oversight and compliance to these complex businesses. That’s why our Product team are so crucial to shaping the way the world...

  • Productivity Technical Specialist

    7 days ago

    London, United Kingdom Engage Transform Full time

    Role**:Productivity Technical Specialist** Location: Hybrid (London) **Salary**: £49k to £59k - JOB PURPOSE_ To drive improvements in productivity, collaboration & efficiencies across the Company using technology. To evangelise new and existing technologies with a focus on Microsoft 365, increasing adoption, guiding best practice, facilitating creative...

  • Technical Support Specialist

    4 weeks ago

    London, United Kingdom Brady Full time

    Technical Support Specialist (Support and Implementation) London, UK (hybrid) We're currently hiring for a Technical Support Specialist to join us at an exciting time for the business. Brady have recently acquired the built-for-cloud ETRM vendor, Igloo Trading Solutions and are scaling the support and services team in our London office. This role will...

  • Technical Support Specialist

    3 weeks ago

    London, United Kingdom Brady Full time

    Technical Support Specialist (Support and Implementation) London, UK (hybrid) We're currently hiring for a Technical Support Specialist to join us at an exciting time for the business. Brady have recently acquired the built-for-cloud ETRM vendor, Igloo Trading Solutions and are scaling the support and services team in our London office. This role will...

  • Technical Support Specialist

    4 weeks ago

    London, United Kingdom Smiths Detection Full time

    Every minute of every day, in nearly every country across the globe, Smiths Detection people and technology make the world a safer place.We safeguard people, business and infrastructure with the latest innovations and screening technology for aviation, ports, borders, defense, and security across 55 countries around the globe.We have an amazing opportunity...

  • Technical Support Specialist

    5 days ago

    London, Greater London, United Kingdom Smiths Detection Full time

    Every minute of every day, in nearly every country across the globe, Smiths Detection people and technology make the world a safer place. We safeguard people, business and infrastructure with the latest innovations and screening technology for aviation, ports, borders, defense, and security across 55 countries around the globe. We have an amazing opportunity...

  • Product Support Specialist

    5 days ago

    London, United Kingdom IntApp Full time

    Product Suppoer Specialist London - hybrid working Intapp is looking for a Technical Product Support Specialist to join our client success team. This position will handle internal requests for our cloud based SaaS platforms. Responsibilities include provisioning new client sites, handling client site changes and controlling site access. This position may...

  • Technical IT Support Specialist

    1 month ago

    London, United Kingdom Owasp10 Full time

    We help businesses worldwide expand their software development operations with our unique offshore model. We are looking for a talented and experienced IT Technical Support Specialist to help us in providing technical assistance and support to end-users within the organisation. You will be responsible for addressing and resolving various IT-related issues...

  • Support & Product Specialist

    1 month ago

    London, United Kingdom Pulsar Full time

    Position: Product Support Specialist Reporting into: Based: Hybrid (Remote/Office) Pulsar is an audience intelligence SaaS platform and digital strategy consultancy. We help companies track, visualize, and understand what is being said on the web, on social media, search, and their own websites in order to help them generate insights for marketing and...

  • Support & Product Specialist

    1 month ago

    London, United Kingdom Pulsar Full time

    Position: Product Support Specialist Reporting into: Based: Hybrid (Remote/Office) Pulsar is an audience intelligence SaaS platform and digital strategy consultancy. We help companies track, visualize, and understand what is being said on the web, on social media, search, and their own websites in order to help them generate insights for marketing and...

  • Production Support Specialist

    5 days ago

    London, Greater London, United Kingdom Kemira Full time

    Select how often (in days) to receive an alert: Title: Production Support Specialist (Technical) Join us and develop your career while creating a more sustainable future You'll be part of a global team of more than 5,000 people and 60 nationalities, where diverse perspectives are valued and you can bring your authentic self to work every day. At Kemira...

  • Technical Product Support

    2 months ago

    London, United Kingdom TOPdesk UK Full time

    **What are you going to do?**: You are the first point of contact for all customers who have questions about our software and how to use it. This means that you will spend most of your week analysing, researching and finding technical or functional solutions to a wide array of inquiries. You’ll listen, ask questions and set priorities, helping our...

  • Technical Support Specialist

    2 weeks ago

    London, United Kingdom Conga Full time

    Company Description **A career that’s the whole package!** At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate, support for growth through individual and team development, and an environment where all voices can be heard. **Conga** crushes complexity within an increasingly complex world. With...

  • Product Support Specialist

    3 weeks ago

    London, United Kingdom DrDoctor Full time

    **Product Support Specialist** **Who are you?** We're on the lookout for a Product Support Specialist to join our dynamic Support team. You’ll be contributing to the growth and future shape of the Support function at DrDoctor by providing outstanding customer care and product support to our growing client base. If you consider yourself to be resilient...

  • Technical Specialist

    5 days ago

    London, United Kingdom UNITED CAPS Full time

    For our Sales & Marketing Department, we are recruiting our Technical Specialist to provide technical support for our customers, local sales team and the other internal stakeholders (Plants).Reporting to the Head of customer Technical Support, the Technical Specialist based in the UK will be responsible for:Maintain the relationship with customers with high...