2nd Line Customer Support Advisor

Among Checkit's core products are smart sensors that monitor things like temperature, water flow or air quality, and send alerts to our central hub if readings fall outside expected boundaries. This helps our customers to ensure that critical systems are working as expected, and to know quickly if something is wrong so they can fix it before it becomes a problem. We help the NHS keep things like blood products and vaccines at the correct temperature by monitoring their storage fridges, and we help food retailers to reduce waste by monitoring refrigerated display cabinets in their stores. We also operate software-as-a-service products that help companies manage their remote operations and support deskless workers in carrying out their daily tasks in the most effective way.- This is a great opportunity for someone with some experience in a technical support or helpdesk type role to take their career to the next level, or even for someone with strong technical skills and an aptitude for this kind of work to step into their first technical support position.

What you'll be doing
- Responding to escalated customer enquiries in a professional, courteous, timely and effective manner.
- Delivering remote technical support for all our Connected Automated Monitoring (CAM) and Connected Workforce Management (CWM) customers, their contractors, our own Field Service Engineers, and our 1st Line support team.
- Ensuring that all the on-line databases and reporting systems are accurate and functioning appropriately.
- Conducting controlled software configuration updates, system downloads, system information retrieval and in-house configuration testing.
- Developing and maintaining knowledge of the principles of alarm monitoring systems, enabling you to provide full and comprehensive support to the customer base.
- Identifying any weaknesses in procedures, reporting findings to line manager for review and making recommendations for improvements.
- Providing technical support to team members in our 1st line support team in all aspects of system operation and related controls.
- Proactively monitoring and investigating any noticeable patterns in customer notification processes and/or incoming requests.

What we're looking for
- A background in technical support or IT helpdesk type roles is preferred, however we will also consider people with strong technical backgrounds who are looking to step into their first role of this nature.
- Experience of working with remote software diagnosis tools would be advantageous.
- Someone who is genuinely excited to help customers and deliver brilliant service.
- Good listener with strong communication skills, a great phone manner, and good written and spoken English.
- Well organised with good problem-solving skills and the ability to troubleshoot issues.
- Accurate with strong attention to detail, IT literate and able to pick up new systems quickly.
- Adaptability, patience, empathy and resilience.
- Commitment, high levels of internal motivation, and a positive attitude.
- Located within reasonable commuting distance of our office in Fleet.

What's in it for you
- Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:

- Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge
- Your birthday off in addition to your annual leave allowance
- mental wellbeing days off per year if required, to take the time to reset and look after yourself
- Life insurance at 4x your basic salary Up to 20 paid sick days in any rolling 1
- month period
- Income protection insurance to pay your wages if you need extended time off work due to illness
- Health cash plan to help with the costs of optical, dental and support for your mental wellbeing
- Contributory pension scheme
- Share award scheme, allowing you to be rewarded for our future success
- Enhanced maternity and paternity pay, and paid loss of pregnancy leave
- Unlimited access to thousands of courses on LinkedIn Learning

About Checkit
- Checkit optimises the performance of people, processes and physical assets with connected digital solutions. We help companies with remote, deskless workforces to schedule, manage and analyse the activities of their teams to deliver improved productivity, engagement and cost savings. Via digital assistants that provide guided workflows, powerful dashboards that provide insights into critical activities and bring dark operations to light, and smart sensors that monitor critical assets and building facilities, we give leadership teams the ability to schedule and plan activity, and know what is happening as it happens, while making life much easier for their teams at the frontline. These real-time workflow, monitoring and analytics services enable safe and productive work, efficient operations a