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Customer Technical Support Specialist

2 months ago

Belmont County Durham, United Kingdom Eligo Recruitment Ltd Full time
Position:
Customer Technical Support Specialist

Location:
Durham

Employment Type:
Full-time

Compensation:
£21,000 - £35,000 per annum based on experience.

Additional Compensation:
Annual bonus potential of approximately £4,000.

We are looking for a dedicated Customer Technical Support Specialist to join our esteemed client's team in Durham.

In this position, you will provide technical assistance to both installers and engineers regarding our client's systems, with comprehensive training provided on their products and services.

Exceptional customer service skills and the ability to build strong relationships are essential.


Our client, a prominent global manufacturer of specialized electronic components and systems for the Access Control security industry, is in search of a committed Technical Support Specialist.

With over three decades of experience, our client stands as a leading supplier in the UK, striving to be the preferred choice in the industry.

Become part of a vibrant company culture within an international organization that maintains a friendly, small company atmosphere.

They offer outstanding benefits, perks, and support for training and professional growth.

Key Responsibilities of a Customer Technical Support Specialist:

  • Deliver technical support to installers and engineers.
  • Provide exceptional customer service and foster strong relationships with clients.
  • Utilize your knowledge of electrical disciplines, particularly in linking systems to the cloud (IP) and connecting hardware to software (cloud/apps).
  • Stay informed about new hardware and software product releases.
  • Assist Technical Support with further developments for monitored key sites and clients.
  • Identify and promote training needs for installation and maintenance customers.
  • Manage open, unresolved, or escalated tickets.
  • Maintain a flexible approach to working hours.
  • Conduct site visits for consultation, investigation, or resolution of technical system issues.
  • Collaborate with field sales during the system specification phase.
  • Provide proactive and consistently high levels of customer service with commercial awareness.
  • Shadow Technical Support Specialists and contribute to team skill enhancement.
  • Maintain accurate records, including ticketing and reports.
  • Offer support via phone, email, and remote connectivity.
  • Troubleshoot technical issues on security products, diagnosing faults and providing solutions.
  • Conduct root cause analyses of customer tickets raised.
  • Communicate with customers to swiftly identify the root of their issues.
  • Install and configure hardware and software.
  • Provide timely and accurate customer feedback and follow up to ensure problem resolution.
  • Manage multiple cases concurrently.
  • Test and evaluate new technologies.

About You:

Experience:
Solid experience in a customer technical support role and/or engineering background.

Industry Knowledge:

A solid understanding of the Intruder/Access service/installation industry or similar is a significant advantage; however, candidates from other technical backgrounds such as IT or Electrical will also be considered.


Teamwork:
Ability to work effectively in both team and independent settings.

Task Management:
Diligent with assigned tasks and committed to departmental objectives.

Innovation:
Proactive in developing new and intuitive ideas for enhancing customer satisfaction.

Problem Solving:
Strong problem-solving skills.

Technical Aptitude:
Technically adept with a solid understanding of electrical disciplines, particularly in connecting hardware to software (cloud/apps).

Benefits:
Opportunity to work with a reputable company in the Access Control security sector.
Comprehensive training and professional development support.
Competitive salary and benefits package.

Work Schedule:
Based in Durham, with occasional travel to the client's headquarters.
Remote working considered for one day per week.

Join our client's team in Durham and leverage your technical support skills to contribute to a leading global manufacturer in the security sector.