Join a specialist electronics and technology company as a Customer Support Technician! This role involves hands-on support throughout installations and beyond. Responsibilities include clarifying technical requirements, assisting with installations, providing training, and managing equipment dispatch. Enjoy the flexibility of remote work with occasional travel opportunities. We're seeking candidates with strong organisational skills, technical acumen, and excellent communication abilities. Apply now to contribute your customer service expertise in a dynamic environment!
Main Duties & Responsibilities
As a Customer Support Technician, you will take a hands-on role in providing support for customers ahead of, during and after the installation of new projects, replacements, and changes. The role also involves training customers and preparing equipment for dispatch for new projects and replacements.
Reporting, Location & Travel
This role reports to the Team Lead and Global Customer Support Manager. The role is to work from home with the flexibility to work from the Milton Keynes office when required. There is an occasional requirement for national and international travel, primarily to meet customers and support product deployment
Key Responsibilities
Responsibilities include, although are not limited to the following:
- Clarifying customer technical requirements ahead of new project installations and briefing the production team
- Supporting customers during project installation
- Setting up monitoring diagrams, users, alerts and calculations
- Attending site when required to support customer installations or investigate reported faults
- Assisting customers with technical queries and fault reports by phone, email and through a helpdesk ticket system
- Managing the return and replacement of faulty equipment
- Assisting with fault diagnosis and contributing to fault reduction
- Providing training to customers mostly using teleconferencing, sometimes on site or in our facility
- Configuring equipment to customer specifications, fitting mounting brackets and ancillary equipment, packing for dispatch
- Receiving returned equipment and diagnosing faults
- Carrying out minor repairs and refurbishment of equipment
- Other duties as assigned
Relevant Skills & Competencies
- Successful candidates should be able to demonstrate the following relevant skills and competencies:
- A flexible, well organised approach with the ability to multi-task and work to varying priorities and deadlines to meet the needs of the business
- Strong analytical skills and close attention to detail with good decision making and technical problem-solving abilities
- A positive, professional attitude and a desire to complete tasks to the highest standard
- A team player willing and able to collaborate actively and effectively with colleagues, gaining respect from those around them
- A strong communicator at all levels, with excellent interpersonal, verbal, and written communication skills
- Self-motivated with a proven ability to perform under pressure
Relevant Knowledge & Experience
Candidates should assess their suitability against the following essential and/or desirable relevant knowledge and experience:
Essential:
- Demonstrable experience of customer service in an engineering, or technical environment
- Excellent customer relations skills
- Fluent in English
Desirable:
- Good ability with Excel, and other Office apps
- Languages
- Understanding of IP Networking
- Site experience in Rail and/or Construction is preferred