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Customer Support/Service Desk 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 Coordinator to join our team.
About the RoleWe'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 Coordinator, you'll 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.
- 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 while 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.
We offer a competitive salary and benefits package, including health insurance and salary protection. If you're a reliable and structured professional with a passion for delivering exceptional service and support, we'd love to hear from you.
