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Technical Support Specialist

2 months ago

Wythenshawe, United Kingdom Cast UK Limited Full time
Job Description

**Technical Support Engineer**

We are seeking an experienced Technical Support Engineer to join our team at Cast UK Limited. As a Technical Support Engineer, you will be responsible for delivering high-quality system and product support to our customers.

Key Responsibilities:

  • Manage open, unresolved, and escalated tickets within the support system
  • Stay updated on new hardware and software product releases
  • Assist Technical Support in the development of key site monitoring and customer support strategies
  • Identify and promote training opportunities for customers
  • Collaborate with field sales at the system specification stage
  • Provide proactive, high-level customer service with commercial awareness
  • Support customers via remote connectivity
  • Troubleshoot and diagnose technical issues related to company products
  • Install and configure hardware and software as needed
  • Follow up with clients to ensure problem resolution
  • Manage multiple cases simultaneously, ensuring timely and accurate customer feedback
  • Test and evaluate new technologies for potential deployment

Requirements:

  • Experience working with Technical Customer Support
  • Excellent communications skills, both written & verbal
  • Ability to stay calm under pressure and concisely articulate resolutions to problems to customers
  • Demonstrable problem-solving skills
  • Experience with a wide range of security systems, such as access control and door entry systems
  • Strong conflict resolution and problem-solving skills
  • Proficiency in IT systems