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Technical Customer Support
2 weeks ago
**GENERAL JOB PURPOSE**
To evaluate and respond to all technical enquiries to ensure that Customers receive concise, professional and technically correct information and support.
**DUTIES AND RESPONSIBILITIES**
- Provide technical product support to:
**_Customers, i.e. wholesalers, contractors, specifiers, end users, etc_**.:
Ø Installation advice.
Ø Product fault rectification.
- _Field Sales: _*
Ø Technical support.
**_Internal Sales and Internal Technical Support Staff_**:
Ø Technical literature.
Ø General support.
- Answer telephones and provide support to the Customer Services team with technical questions from customers.
- Provide technical information to customers.
- Log customer complaints on the CRM database and maintain updates.
- Order authorised replacement products for customers.
- Arrange site visits to customer premises to conduct technical surveys, investigate and reports on fault and/or problems and to arrange replacement items.
- Arrange the return of ‘faulty’ products to the Technical Department for evaluation and testing.
**QUALIFICATIONS AND EXPERIENCE**
**_Essential_**
- 3+ year’s technical product experience specific to the commercial lighting industry.
- Excellent understanding of lighting technology.
- Excellent computer skills, i.e. Windows, CRM systems, etc.
- Proven track record of effective customer service.
- Educated to GCSE level, preferably with grade C (or equivalent) or above in Maths and English.
**_Preferred_**
- An understanding of electronic product testing.
**PERSON SPECIFICATION**
- Strong team ethics yet able to work independently to meet deadlines.
- Excellent communication and interpersonal skills.
- Approachable and works well with people from different disciplines with varying degrees of technical experience.
- Highly organised, detail-orientated and prioritises workload effectively.
- Self-motivated, flexible, confident and enthusiastic.
- High energy and a passion for improving the customer experience.
**Salary**: From £30,000.00 per year
**Benefits**:
- Company pension
- Employee discount
- Life insurance
- On-site parking
Schedule:
- Monday to Friday
