Aftersales Technical Support Specialist

4 weeks ago

Hatfield, Hertfordshire, United Kingdom ZipRecruiter Full time
Job Description

Job Summary:

We are seeking a highly skilled and customer-focused Technical Support Specialist to join our team. As an Applications Engineer, you will provide proactive and customer-orientated technical support services to our internal and external customers, distributors, and partners.

About the Role:

This is an exciting opportunity to work with a global company that values innovation, creativity, and customer satisfaction. As a Technical Support Specialist, you will be responsible for providing first-line support, documenting and tracking incidents, providing training and guidance, and cultivating strong relationships with clients.

Key Responsibilities:

  1. Provide First-Line Support: Respond to technical support requests, incidents, and resolutions using our ticketing system.
  2. Document and Track Incidents: Accurately record and maintain detailed records of technical support requests, incidents, and resolutions.
  3. Provide Training and Guidance: Assist customers in utilizing and optimizing their technical systems, offer guidance, training, and best practices to help users resolve recurring issues and improve their overall technical proficiency.
  4. Customer Relationship Management: Deliver exceptional customer service, address concerns promptly, and proactively identify opportunities for product improvement or enhancement.
  5. Investigate & Test: Research and bench testing for technical issues for internal and external customers.
  6. Tech Notes / Training Material: Contribute quality material for our library of supporting material.
  7. Manage Demo / Test / CTC Equipment: Ensure Customer Technology Centre, Demo Units, and Test equipment is kept in operating condition and develop new units/demos as required for the business.

What We Offer:

  • Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year
  • Flexible Working – we offer a range of flexible working options that include working from home or hybrid working
  • Pension
  • Life Assurance
  • Group Income Protection Scheme
  • Private Medical, Dental Insurance and a Cash Plan Scheme – Single cover funded by Mitsubishi
  • Access to Mitsubishi's very own discount platform
  • Colleague Referral Scheme
  • Holiday Buy
  • Long Service Awards
  • Cycle to Work Scheme
  • Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
  • Employee Assistance Programme including additional services Eldercare & Best Doctors

Equality and Diversity:

We are committed to creating a workplace where employees can work to their full potential regardless of their background.

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