Customer Tech Support Specialist

3 months ago

London, United Kingdom Proactive Technical Recruitment Full time

Our client is a global robotics integration business who serve customers in many different industries and have been established for over 45 years. They have an excellent opportunity for a Customer Tech Support Specialist to join their team to help support help desk to ensure high customer satisfaction and retention.

Do you see yourself in a customer support role without necessarily being in a call centre environment? Here you can shape the future of Tech Support by creating content for your customers and design best practices solutions. You will also work closely with the technical and logistics team

**Responsibilities**:

- Own the client's partner support help desk to ensure high customer satisfaction and retention.
- Take ownership of difficult customer problems and see them through to resolution. Work closely with our field technical engineers.
- Identify themes or recurrences in customer issues and escalate them, while making proactive suggestions for improvement.
- Analyse pan-European support data along multiple dimensions and present persuasive and actionable findings to company management on a monthly basis.
- Test products and services delivered to our partners as part of the ongoing support process. Being hands-on is a must.
- Maintain an excellent CSAT (Customer SATisfaction) score while aiming to resolve issues in a timely manner.
- Maintain a "best practices" campaign with distribution partners and take the initiative to create new systems & processes where needed.
- Create engaging content to give customers the autonomy to resolve issues, reduce reactive activity within the team and improve user engagement.
- Track spare parts usage across EMEA and be responsible for reordering.

In addition:

- Work with our supply chain team and warehouses on various initiatives, including:

- inventory management and assistance with semi-annual stock counts
- oversee arrival and inspection of new types of robots
- technical spot checks to verify that incoming units are not damaged
- perform software upgrades on batches of robots as required

**Requirements**:

- Functional Experience: Minimum 2 years of customer service or technical support experience, ideally with high-tech products.
- Excellent telephone manner and written-English communication.
- Confidence and a positive attitude in dealing with customers, even in the face of difficult and emotionally-charged situations.
- Ability to understand technical issues and perform issue-level triage.
- Knowledge of Help Desk software such as Zendesk, Hubspot Service Desk, Freshdesk.
- Ability to create impactful presentations and confidently present meaningful insights to management from Help Desk analytics and reporting tools.
- The ability to manage multiple initiatives in a fast-paced environment.
- Strong organizational skills and impeccable attention to detail.
- Ability to gain and maintain the confidence of sales team and key customer contacts.

Nice to Have:

- Genuine passion about the robotics industry
- Written and spoken competence in German and French

**Reasons why you should apply**:
Are you looking for exciting customer-facing role where you can shape your own environment? Would you like to combine analytical, technical and communication skills? This workplace provides collaborative environment with excellent growth opportunities for ambitious individuals.

**How to Apply**:
**Why work with Proactive?**

Proactive Global is committed to equality in the workplace and is an equal opportunity employer.
Proactive Global is acting as an Employment Business in relation to this vacancy.

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