Technical Support Specialist

6 days ago

Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at FireAngel Safety Technology. As a Technical Support Specialist, you will be responsible for leading our internal technical support initiative, providing exceptional customer service, and ensuring customer excellence.

Key Responsibilities
  • Lead the second-line technical support solution for FireAngel, escalating to third-line external support when required.
  • Utilize various troubleshooting techniques to ensure customers receive a first-time fix or solution, while empowering them to navigate, troubleshoot, and install products themselves.
  • Respond to customer inquiries in a professional and courteous manner, using a variety of communication channels.
  • Develop a comprehensive understanding of FireAngel's products, features, and functionalities.
  • Stay informed about product updates, new releases, and industry trends to provide accurate and up-to-date information to customers.
  • Challenge the status quo to improve processes and suggest improvements through the appropriate channels.
  • Collaborate with other areas of the business to ensure customers receive the best possible experience.
Requirements
  • Proven experience in a technical support role.
  • Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware, software, and network issues.
  • Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
  • Customer-centric mindset with a passion for delivering exceptional service and support.
  • Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
  • Familiarity with help desk software, CRM systems, and remote support tools.
  • Stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.
Desired Qualifications
  • Electronics or electrical components experience.
  • Previous experience in testing and inspecting electrical equipment.
  • High school diploma or equivalent in electrical engineering or a related electronics field.
  • Natural ability to learn about technical products and their applications.
  • Hunger and excitement to work for a fast-growing business.
  • Experience in an engineering or technology-led organization.
  • Willingness to roll up sleeves, be flexible, and take responsibility.
Personal Qualities
  • Clear and effective communicator.
  • Charismatic with a sense of fun.
  • Desire to succeed and deliver exceptional output.
  • People-driven and results-oriented.
  • Confident with a strong self-belief and a positive attitude.
  • Problem-solver who takes ownership and will chase down problems to resolution.
About FireAngel Safety Technology

We are a British technology company on a mission to protect and save lives by making innovative home safety products that are simple and accessible. We aim to revolutionize the way business is conducted in our chosen business segments. As a leading provider of smoke, heat, and carbon monoxide detectors to the retail and trade sectors in the UK and Europe, we are committed to delivering exceptional customer service and support.

What We Offer
  • Competitive salary and benefits package.
  • Opportunity to make a real impact in a business intent on evolving the customer journey.
  • Chance to be involved in delivering new AI and automated customer support channels.
  • Collaborative team environment with a mix of experienced professionals and tech-savvy individuals.
  • Unique opportunity to carve out your own dream job and shape the future of the company.

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