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Customer Support Lead

2 months ago

Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time
Job Description

Are you a technical expert with a passion for delivering exceptional customer support? Do you have experience in a technical support role and a strong technical aptitude? If so, we may have the perfect opportunity for you.

FireAngel Safety Technology is a leading provider of home safety products, and we're looking for a skilled Technical Support Specialist to join our team. As a key member of our Customer Support department, you'll be responsible for leading our internal technical support initiative and providing top-notch support to our customers.

Key Responsibilities:

  • Lead the second-line technical support solution for FireAngel Safety Technology and escalate to third-line external support when required.
  • Use a variety of troubleshooting techniques to ensure customers receive a first-time fix or solution, while also empowering them to troubleshoot and install products themselves.
  • Respond to customer inquiries in a professional and courteous manner, using a customer-centric mindset to deliver exceptional service.
  • Develop a comprehensive understanding of our products, features, and functionalities, and stay informed about product updates and industry trends.
  • Collaborate with other areas of the business to ensure customers receive the best possible experience.

Requirements:

  • Proven experience in a technical support role, with a strong technical aptitude and troubleshooting skills.
  • 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.

Desired Qualifications:

  • Electronics or electrical components experience.
  • Previous experience of testing and inspecting electrical equipment.
  • High school diploma or equivalent in electrical engineering or a related field.
  • A natural ability for learning about technical products and their applications.
  • A hunger and excitement to work for a fast-growing business.

Personal Qualities:

  • A 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.

What We Offer:

  • A competitive salary and benefits package.
  • The opportunity to make a real impact in a business intent on evolving the customer journey.
  • The chance to work with a collaborative team fuelled by an exciting mix of people.
  • A unique opportunity to carve out your own dream job by making things happen at a pivotal time in the company's future.