Customer Support Specialist

EMR Integrated Solutions are looking to add to their growing team of talented people by expanding the Customer Support team.

The Customer Support Specialist is a fixed term role and will work with a number of different stakeholders including: key customers across our network, field engineers, project management and liaise with other support functions across the UK and Ireland. We are looking for an individual with customer support experience, preferably across a technical domain (Engineering, Telecoms) who feels comfortable working within a demanding support framework, prides themselves on excellent customer service, works well under pressure, flexible and who can adapt to a number of project delivery and operational support challenges.

EMR has developed a reputation for delivering cutting edge solutions to a diverse range of industries including: Energy, Water Utilities, and Transportation. We are looking for an individual who can support our customers with technical and support solutions, provide resolution and deliver a great customer experience.

This position will suit somebody who is familiar with the day to day activities of a busy support office, confident working with technical engineering teams, and has the ability to deal with customers in a confident and professional manner. EMR is a successful and expanding organisation with blue-chip customers throughout Ireland and the United Kingdom.

**Overview of Role**:
The Customer Support Specialist role is seen as a key position within the organisation by contributing to the operational support and project delivery requirements of our UK and Ireland customer base. The role will engage with customers and engineers to support them with fault resolution, understand root cause and provide updates to the customer. This role will underpin the EMR support framework and allow us to achieve or SLA's in a timely manner

The role with form part of a support framework across our communication and engineering solutions, providing 1st/2nd/3rd line support, RMA asset management, project and engineering support. There will be a need to develop a strong customer support acumen across a number of varying customers, all with specific requirements and needs. The role will form part of a central support structure for the core activities of EMR.

**Responsibilities**:

- Be part of a structured support team delivering excellent customer service
- Deliver timely resolutions to customer/engineering issues by using technical systems to diagnose root cause
- Utilise key enterprise management tools for the successful diagnosis and management of remote customer assets - ERP/ITSM exposure would be good.
- Provide remote I&C support through technical guidance or escalation of issues to 2nd/3rd line support to find solutions
- Assist Project Managers with support to deliver solutions to projects requiring intervention
- Support general office duties by adopting local processes for deliveries, dispatch of technical equipment, management of RMA process and updating of accurate records
- Support the UK Operations manager in meeting customer SLAs, providing excellent customer service and maintaining our networks
- Facilitate effective communications within the project teams.
- Foster positive relationships with stakeholders
- Ensure support tickets are updated with the latest accurate data in order to provide an audit trail and help with future fault patterns
- Adopt lessons learned mentality so future issues are not repeated - ensure these are with the PM for successful project delivery.

**Health and Safety**:

- Maintain a strong focus on H&S and ensure you and your colleagues are safe at all times. Be confident to raise concerns to the operations manager or PM
- Ensure you are up to date with all the necessary H&S training and certifications
- Work with Project Managers and Ops Manager to ensure that all project team members have suitable and up to date H&S certification.
- Assist with the resolution of any non-conformances or incidents in line with company policies.

**Commercial**:

- Be commercially aware, achieve great things first time.
- Look for opportunities to streamline processes and reduce waste. By working efficiently we can reduce costs
- Support the PM by identifying opportunities for cost saving across project delivery and operations

Technical Skills:

- Experience working in a challenging technical environment. Can translate technical instruction to support operational requirements and project delivery
- Experience with enterprise management tools for the monitoring and configuration of remote assets. Comfortable adapting to new technology and using systems to diagnose issues
- Familiarity with wireless communications protocols would be an advantage as would knowledge of programming & IP networking.
- Can assimilate technical information with ease and translate into solutions which are easy to understand
- Be able to adapt to new technologies across many domains a