Technical Support Specialist

23 hours ago

StratforduponAvon, Warwickshire, United Kingdom Cast UK Limited Full time
Technical Support Engineer

Cast UK Limited is seeking an experienced Technical Support Engineer to join their team. As a key member of the technical support team, you will be responsible for delivering high-quality system and product support to customers.

Key Responsibilities:
  • Manage open, unresolved, and escalated tickets within the support system
  • Stay updated on new hardware and software product releases
  • Assist in the development of key site monitoring and customer support strategies
  • Identify and promote training opportunities for customers
  • Collaborate with field sales at the system specification stage
  • Provide proactive, high-level customer service with commercial awareness
  • Support customers via phone, email, and remote connectivity
  • Troubleshoot and diagnose technical issues related to company products
  • Install and configure hardware and software as needed
  • Follow up with clients to ensure problem resolution
  • Manage multiple cases simultaneously, ensuring timely and accurate customer feedback
  • Test and evaluate new technologies for potential deployment
Requirements:
  • Experience working with Technical Customer Support
  • Excellent communication skills, both written and verbal
  • Ability to stay calm under pressure and concisely articulate resolutions to problems to customers
  • Demonstrable problem-solving skills
  • Experience with a wide range of security systems, such as access control and door entry systems
  • Strong conflict resolution and problem-solving skills
  • Proficiency in IT systems

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