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Technical Customer Service Executive

4 months ago

Craigavon, United Kingdom Kingspan Water and Energy Full time

**Key Responsibilities**

**Customer Service**
- Develop and maintain relationships with existing key accounts and assisting in the onboarding requirements of new customers.
- Provide a high-quality professional service to internal & external customers.
- Liaise with other departments ensuring high standards of service and precise communication is maintained.
- Work closely with the production, transport department’s, scheduling, service engineers to ensure the timely despatch of orders and completion of site visits.
- Accessing, updating, and managing customer requirements via our integrated ERP, software, and helpdesk systems.
- Achieve KPI Targets as set by the Customer Service Manager/Line manager.
- Build sustainable impactful professional relationships with key customers and partners.
- 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.
- Ownership of user problems, perform a technical diagnosis and fix the issue remotely where possible.
- Document all calls on Jira helpdesk system and mange through to satisfactory closure.
- Supporting users in the use of hardware and Software systems by providing necessary training and advice.
- Develop a full technical knowledge of Smart Monitoring products and services
- Develop and maintain a full knowledge Hardware and software systems and delivering ongoing customer training where required.
- Identifying and reporting on aftersales and technical issues.
- Identify and document product & software issues for review and validation contributing to the enhancement of the overall Smart Monitoring offerings.

**Qualification**
- Five GCSE passes (or equivalent) including English and Maths
- Degree Level education ideally in I.T based field

**Experience & Knowledge**
- Proven and demonstrable customer service experience dealing with calls and queries within a formal customer service environment e.g. a helpdesk, call centre etc.
- Experience of sales order processing and direct sales experience
- 3 years minimum experience in software-based customer service role. Ability to utilise multiple systems, internal ERP’s, web, and cloud-based platforms.
- Technical experience in dealing with hardware solutions would be an advantage however not essential

**Abilities & Skills**
- Excellent telephone manner and communication skills both verbal and written
- Previous experience in a sales or aftersales environment
- Proven track record at delivering results in a timely and professional manner
- Previous experience of database management MSSQL
- Ability to manage information and process in accurate and timely fashion
- Telecommunication industry experience, SMS, GPRS, NB-IOT, Cat-M etc
- Excellent organisational and planning skills
- Experience of working with cloud technologies
- Strong customer focus and attention to detail both face to face and on the phone
- Experience of network protocols - TCP/IP, SMTP, HTTP etc
- Ability to work on own initiative and as part of a team
- Experience working with high performance systems
- Ability to work under pressure
- A clear interest in working with new cutting-edge technologies
- Excellent IT Skills - MS Office/Excel experience are crucial (highly IT Literate)
- Process and project management skills and experience are a distinct advantage

Pay: From £26,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Life insurance
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- customer service: 3 years (preferred)

Work Location: In person

Application deadline: 07/06/2024