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Technical Support Specialist

2 months ago

Fareham, Hampshire, United Kingdom Dynamite Recruitment Solutions Ltd Full time

Job Title: Technical Advisor

Job Summary:

Dynamite Recruitment Solutions Ltd is seeking a highly skilled Technical Advisor to join their team. As a Technical Advisor, you will be responsible for providing technical support to clients, troubleshooting issues, and working closely with the technical team to grow and develop the support service.

Key Responsibilities:

  • Technical Support: Provide technical support to clients via phone, email, and online chat, troubleshooting issues and resolving technical queries.
  • CRM System Administration: Support the management and administration of the CRM system, ensuring accurate and up-to-date records.
  • Installation Coordination: Liaise with installers and customers to arrange installations and technical work, ensuring smooth project execution.
  • Technical Support Growth: Work closely with the technical support manager to grow and develop technical support within the business, identifying areas for improvement and implementing solutions.
  • Onsite Support: Provide onsite support to customers, resolving technical issues and ensuring customer satisfaction.
  • Remote Troubleshooting: Conduct remote troubleshooting, accessing customer systems and liaising with partners to identify and resolve technical issues.
  • Customer Liaison: Liaise with customers via phone, email, online chat, and face-to-face enquiries, providing excellent customer service and support.
  • Product Support: Support the introduction of new products, including product testing, data entry, and completing test reports.
  • Product Development: Support the ongoing development of existing products, identifying areas for improvement and implementing solutions.
  • Warranty Returns: Support the warranty return process, tracking faulty equipment and facilitating the completion of the return and replacement/refund process.
  • Reporting: Produce reports and statistics as required, providing insights and recommendations for business improvement.

Requirements:

  • Technical Expertise: Previous experience in a senior technical support role, with a strong understanding of customer deliverables and the impact of failure/cost of poor quality.
  • Communication Skills: Excellent communication and interpersonal skills, both written and verbal, with the ability to work effectively with customers and colleagues.
  • IT Skills: Good IT skills, including Word and Excel, with the ability to learn new systems and technologies.
  • Industry Experience: Previous experience in the solar industry, with a strong understanding of grow watt systems or similar.
  • Problem-Solving Skills: Excellent problem-solving skills, with the ability to troubleshoot complex technical issues and resolve customer queries.
  • Teamwork: Ability to work effectively as part of a team, with a strong focus on customer satisfaction and business growth.