Senior Product Support Specialist

3 weeks ago

London, United Kingdom Helvar Ltd Full time

**Senior Product / Technial 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**: Office Based, Monday - Friday, 9-5

Here at Helvar, we are looking for a **Senior 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 Senior 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, monthly knowledge cafe's and give all employees 1 hour per week dedicated to learning.
- Annual personal development plans with your line leader to facilitate learning and progression
- Work

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