Technical Support Lead

4 weeks ago


Coventry, United Kingdom People Squad Full time
Our client is a Britishtechnology company and is on a mission to protect and save lives bymaking innovative home safety products which are simple andaccessible. They aim to revolutionise the way business is conductedin its chosen business segments. The business is a leading providerof smoke heat and carbon monoxide detectors to the retail and tradesectors both in the UK andEurope.

Sowho are we lookingfor
Afantastic opportunity to be a Technical Support lead in ourCustomer Support department. Dealing with a variety of B2B& B2C customers and being the escalation point for customersupport. Leading Internal Technical Support through customerengagement of our soon to be launched latest connected productoffering.

Interaction with a variety ofpeople in the business to support the customers and customersupport department through any technical troubleshooting andensuring customer excellence be a key driver along with empoweringthe customer with productknowledge.

Responsibilities

  • Responsiblefor leading the second line Technical Support solution andescalating to third line external support whenrequired.
  • Usinga variety of troubleshooting techniques ensuring the customerreceives a firsttime fix / solution whilst also helping thecustomer to be empowered to be able to navigate troubleshoot& install product themselves movingforward.
  • Respondto customer inquiries via phone email or chat in a professional andcourteousmanner.
  • Listenattentively to customer concerns ask probing questions tounderstand the issue and provide appropriate solutions ortroubleshootingsteps.
  • Developa comprehensive understanding of the companys products features andfunctionalities.
  • Stayinformed about product updates new releases and industry trends toprovide accurate and uptodate information tocustomers.
  • Challengethe status quo to do things better continuously assess our productsthen make suggested improvements via the appropriate channel /stakeholder.
  • Collaboratewith other areas of the business where appropriate to assist inensuring our customers receive the best customer experiencepossible.


RequirementsRequired:
  • Provenexperience in a technical supportrole.
  • Strongtechnical aptitude and troubleshooting skills with proficiency indiagnosing hardware software and networkissues.
  • Excellentcommunication skills both verbal and written with the ability toconvey technical concepts to nontechnicalusers.
  • Customercentricmindset with a passion for delivering exceptional service andsupport.
  • Abilityto work independently and collaboratively in a fastpacedteamorientedenvironment.
  • Familiaritywith help desk software CRM systems and remote supporttools.
  • Stayupdated on industry trends best practices and advancements intechnology relevant to training and technicalsupport.

Desired:
  • Highschool diploma or equivalent: In Computer Science InformationTechnology or related fieldpreferred.
  • Anatural ability for learning about technical products and interlink/applications.
  • Ahunger and excitement to work for a fastgrowingbusiness.
  • Experiencein an engineering/technology ledorganisation.
  • Awillingness to rollup sleeves be flexible and takeresponsibility.
Personalqualities:
  • Aclear and effective communicator
  • Charismaticwith a sense offun
  • Desireto succeed and deliver exceptionaloutput
  • Peopledriven and resultsorientated
  • Confidentwith a strong selfbelief and a positiveattitude
  • Problemsolverwho takes ownership and will chase down problems toresolution


Benefits
  • Thisis a full time role at 37.5hrs per week.
  • We areopen from 9.00am to5.30pm
  • Weare offering circa 28000 for this role.
  • PrivateMedical Health insurance is available.


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