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Customer Experience Lead

2 months ago


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

We are seeking a highly skilled Technical Support Specialist to join our team at FireAngel Safety Technology. As a key member of our Customer Support department, you will be responsible for leading our second-line technical support solution and escalating complex issues to external third-party support when necessary.

Key Responsibilities
  • Provide exceptional customer service and support via various communication channels, including phone, email, and chat.
  • Utilize a range of troubleshooting techniques to resolve customer issues efficiently and effectively.
  • Develop a comprehensive understanding of our products, features, and functionalities to provide accurate and up-to-date information to customers.
  • Stay informed about product updates, new releases, and industry trends to ensure you are always up-to-date with the latest knowledge.
  • Collaborate with other departments to ensure seamless customer experiences and identify opportunities for process improvements.
Requirements
  • Proven experience in a technical support role, with a strong technical aptitude and troubleshooting skills.
  • Excellent communication and interpersonal skills, with the ability to convey complex technical information to non-technical customers.
  • 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.
Desirable Qualifications
  • Previous experience in a similar role within a technology or engineering-led organization.
  • High school diploma or equivalent in electrical engineering or a related field.
  • Strong problem-solving skills and a willingness to take ownership of complex issues.
  • Ability to adapt to changing priorities and deadlines in a dynamic environment.
About Us

FireAngel Safety Technology is a leading provider of innovative home safety products, dedicated to protecting and saving lives. We are a fast-growing business with a collaborative team environment, and we are seeking talented individuals who share our passion for delivering exceptional customer experiences.

What We Offer
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development within a dynamic and innovative organization.
  • A collaborative and supportive team environment.
  • The chance to make a real impact in a business that is shaping the future of customer support.