We are offering an opportunity for an individual who has excellent customer service skills and technical knowledge to join as the Technical Support Specialist.
This will be a hybrid role within the Programmes & Product Support department, you will be the first point of contact for customers to provide technical support, product knowledge and manage customer queries supported by the technical data, the Lead Technical Support Specialist, and our Engineering departments.
You will be expected to provide exceptional customer support for all our products, software, and services. This role will encompass all elements of technical support from the pre-sales assistance through to aftersales trouble shooting, over the phone, via email and through web-based tools.
Key Responsibilities
First responder for incoming & outgoing calls on the Technical Helpline number, emails, and any future communication mediums, for technical support and advice
Providing exceptional customer service
Logging of call details on the company’s system
1st and 2ndline technical support
Pre-sales technical support
Troubleshooting customer technical issues, including In house equipment testing to replicate customer field issues.
Support the LTSS on training programmes for internal and external customers
Support the LTSS with technical support material and future developments
Build strong relationships with customers and colleagues
Support the goals and objectives of the Programmes and Product Support department
Owning the Creation of Tech Tips with support from the LTSS
Owning Tech Tips translations for subs and Distributors.
Logging detailed descriptions details of issues customers report on in the company’s new Ticketing system.
Participating in internal meetings with or on behalf of the LTSS.
Providing technical support for overseas distributors via tech inbox
Participation as a member of the Hub Club working group.
Delivering product training sessions to both CSE & Export CSE departments.
Person Specification
Qualifications or training in technical services preferably within the automotive industry
GCSEs or NVQ level 3 with a technical emphasis on electrical/electronic/automotive/ Professional IT qualifications
Experience in a customer support role with a technical focus.
Must demonstrate a proficient level of DC circuit knowledge.
Able to demonstrate strong co-ordination skills.
Methodical approach to fault finding and problem solving.
Strong verbal and written communication skills for effective interaction.
Decision-making skills, especially in high-pressure situations.
Flexibility to adapt to changing circumstances and priorities.
Strong organisational and multitasking abilities to manage multiple priorities effectively.
Attention to detail in planning, execution, and follow-through.
Proven track record of achieving and exceeding goals and objectives.
Proactive, enthusiastic, and driven.
Flexibility to work beyond normal business hours when required
Salary description
£28000.00 - £30000.00 per year