Customer Service Advocate
6 days ago
About the Role
We are seeking an experienced Technical Support Specialist to join our team at Harwood Recruitment. As a key player in our technical support team, you will be responsible for delivering world-class customer service and improving our remote customer service delivery.
Key Responsibilities
- Provide customer service support and resolve technical issues efficiently.
- Improve first-time remote diagnostics and fixes to enhance customer satisfaction.
- Support our field engineers and provide technical guidance as needed.
Additional Responsibilities
- Deal with reported service faults and minimize unnecessary engineer attendances.
- Diagnose faults and ensure our engineers are aware of the call requirements or service parts needed.
- Support sales staff with technical information to assist tenders and security system proposals.
- Support our service team to ensure the correct parts are quoted for service repairs.
- Provide general internal IT support for PCs, laptops, mobile devices, and other equipment.
- Pro-actively remote service security systems and provide occasional out-of-hours support on a team rota basis.
Ideal Experience and Qualifications
- Experience as a multi-scope electronic security field engineer.
- Strong intruder alarm knowledge and experience is essential.
- Relevant security industry qualifications for CCTV, Access Control, Intruder Alarms, and Fire Alarms.
- A good understanding of current British standards and codes of practice for Fire & Security systems.
- Good customer communication skills and a good working knowledge of IP networks and basic IT skills.
- Ability to work on own initiative or as part of a team when required.
- Broad practical understanding and appreciation of operational activity.
- Experience with Sentinel and Immix monitoring station software is desirable.
- Router and firewall knowledge is also desirable.
Language
English (en-US)
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