Technical Customer Service Advisor

3 weeks ago


Peterlee, United Kingdom Baltic Recruitment Limited Full time

Our client are an established and successful manufacturing business currently looking to recruit a Technical Customer Service Advisor to join their team.

This role will require familiarity with the use of Smart Phones using both iOS and Android operating systems including Bluetooth.

**Overall Purpose**:

- Actively managing questions raised by our customers and end users of our products.
- The role assists in answering calls, logging and tracking issues to resolution and proactively understanding the causes of technical issues to assist in preventative solutions.

**Key Duties**:

- Answer incoming calls from customers and end users by telephone, understand their needs by listening to the reason for the call, troubleshooting the issues and providing solutions, escalating to colleagues where a greater technical understanding is required.
- Answering Facility Managers' questions and providing support and training /troubleshooting after initial training and for new staff in customers' facilities.
- Prepare training materials for Facility Managers/Operators to support both new and existing features
- Coordinate with Noke Global Support team for escalations and product information.
- Creating and maintaining accurate records of customer interactions, complaints, comments and actions in the Company systems and portals.
- Assisting the team in testing product updates and identifying any conflicts, proactively providing suggestions for further enhancements/improvements.
- Provide support to the Noke Project Management team by onboarding new companies/facilities within the portal and proactively monitoring the status of existing facilities.
- Support any ad-hoc tasks as required.

**Key Skills & Experience Required**:

- One to three years previous technical work-related skill, knowledge, or experience.
- Proficient in MS Office Suite of programs - Excel, Outlook, and other associated programs.
- Familiarity with the use of Smart Phones using both iOS and Android operating systems including Bluetooth.
- A friendly, outgoing nature - must enjoy communicating with customers on the phone.
- Experience in accurately recording and classifying interactions and incidents in Portals/ticketing systems (desirable).
- Excellent attention to detail.
- Ability to communicate effectively and liaise with operators, end users and internal stakeholders.

**The Package**:

- £24,000 - £27,000 per annum depending on experience.
- Company pension scheme.
- Holiday package.
- Healthcare.
- Life assurance.
- Additional benefits.



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