Customer Support Technician

5 months ago

Bristol, United Kingdom OPW Full time

Essential Duties and Responsibilities

Maintain a professional and positive demeanour while in the call centre or away on company business. Good communication skills. Identify problem and course of action within time limit set by call priority. Utilise available detail screens to quickly resolve issue. Escalate call determined bt detail screens to Tier 3 queue. Ability to trave over night when called upon. Ability to train others. Set up all equipment and test to ensure reliable operation while on site. Train customer on use of system and answer all questions while on site. Apply good judgement and sound decision making to minimise the impact on customers business. Follow procedures and standards set forth in company publications or, if necessary, determine and follow such alternative procedure as deemed appropriate in technicians judgement and discretion in order to complete assignment in most time effective manner that best meets the customers needs. Take support request escalations from Tier 1 Tier 2 and follow through to customers satisfaction. Assist Tier 1 and Tier 2 by providing information as needed to resolve customers issues quickly at first support level. Provide continuity and timely follow up on open issues to maintain confidence that issues are being resolved. Whenever possible advise customer of options and make effective recommendations to customer of optimal methods of systems use.

Competencies

Behaviour Maintain a positive work atmosphere by behaving appropriately. Technical Skills Sufficient understanding of electronic equipment and software to conduct set up, start up, and training of non-technical operators. Problem Solving Gathers and analyse information skilfully, develops alternative solutions. Customer Service Ability to empathise with the clients problem and build confidence in ICS / PSD Codax support team. Good listening skills a must. Oral / Written Communication Speaks /Writes effectively in all situations Teamwork Contributes to a positive team environment. Approaches others in a tactful manner, accepts responsibility for own actions. Diversity / Ethics Treats all people with respect. Motivation Demonstrates persistance and overcomes obstacles. Attendance / Dependability Consistently at work on time producing quality work.

Qualifications

Education Degree or equivalent from a two-year college or technical school, other related qualifications  Experience Six months or more of directly related customer service experience  Other Knowledge MS operating systems, Basic TCP / IP networks, Basic electrical.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the traditional indoor office work environment is usually moderate. There is no very limited exposure to physical risk. This position will require travel including overnight stay(s) as may be necessary to meet customer needs. Normal risks associated with travel and / or set up of Companys system may be expected.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and / or move up to 12Kg and occasionally lift and / or move up to 25Kg. Specific vision abilities required by this job include close vision, colour vision, and ability to adjust focus.

This position is located in Bristol, UK

Work Arrangement : Onsite

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