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Customer Support Coordinator
2 months ago
FireAngel Technology plc is a leading provider of home safety products, and we're seeking a skilled Customer Support/ Service Desk Co-ordinator to join our team.
Job Summary:We're looking for a reliable and structured professional to excel in our company, where trust and integrity are the foundation of everything we do. As a Customer Support/ Service Desk Co-ordinator, you will be responsible for leading our Internal Technical Support initiative within the Customer Support department.
Key Responsibilities:- Dealing with a variety of B2B & B2C customers and being the escalation point for customer support.
- Leading Internal Technical Support through customer engagement of our soon to be launched latest connected product offering.
- Interaction with a variety of people in the business to support the customers and customer support department through any technical troubleshooting and ensuring customer excellence be a key driver along with empowering the customer with product knowledge.
- Responsible for leading the second line Technical Support solution for FireAngel and escalating to third line external support when required.
- Using a variety of troubleshooting techniques ensuring the customer receives a first-time fix / solution whilst also helping the customer to be empowered to be able to navigate, troubleshoot & install product themselves moving forward.
- Respond to customer inquiries via phone, email, or chat in a professional and courteous manner.
- Collaborate with other areas of the business where appropriate to assist in ensuring our customers receive the best customer experience possible.
- Proven experience in a technical support role.
- Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware, software, and network issues.
- Customer-centric mindset with a passion for delivering exceptional service and support.
- 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.
- Electronics or Electrical Components experience.
- Previous experience of testing and inspecting electrical equipment.
- In electrical engineering or related electronics field preferred.
- A willingness to roll-up sleeves, be flexible, and take responsibility.
You are a reliable and structured professional and excel in a company where trust and integrity is the key foundation for everything we do.
FA are in the simplicity business and they are building a team, who look at the world a little differently.
The opportunity to be involved and deliver new AI / automated customer support channels
Competitive salary & benefits (Health Insurance, Salary Protection etc. )
