Technical Support Specialist / Customer Support - Engineering

Location
Dartford
Salary
£28000 per annum
Posted
29 Jun 2017
Closes
27 Jul 2017
Ref
BREL-33
Contact
Elina Lund
Discipline
Software
Contract Type
Permanent
Hours
Full Time
Job Title: Technical Support Specialist

Location: South Darenth, Dartford

Salary: £28,000 per annum (OTE)

Job Type: Full Time, Permanent

Background

Our Client has been saving lives for over 40 years as a market leading provider of vehicle safety systems. They are an innovative company being the first to market with several products and continue to expand the technologies & services offered. They take pride in the outstanding customer support provided around the globe on their full portfolio of products which range from simple reversing alarms through to complex mobile digital recorders with remote connectivity over mobile data networks or Wi-Fi.

Due to their continuous growth, they have continually exceeding their commercial targets which has created the need for a new role within the Engineering team.

Purpose of Role

They 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 an office based role within the Engineering 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 and their Engineers.

You will be working with all their products and software across any of their customer’s applications. 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:

* 1st line technical support
* Providing exceptional customer service
* Managing all incoming calls and emails for technical support and advice
* Pre-sales technical support
* Troubleshooting customer technical issues
* Maintain and develop the FAQ database
* Develop the departments technical support capabilities and systems
* Support the Applications Engineering Manager on training programs for internal and external customers
* Build strong relationships with customers and colleagues

Working Relationships:

* Team working, co-ordination and co-operation with all colleagues
* Required to present a positive and professional image at all times
* Direct communication with customers and colleagues
* Participation in team meetings, training courses and workshops required
* Close links with colleagues will need to be developed and maintained in order that corporate objectives are met
* Ensure that excellent customer relationships are established and maintained
* Build strong relationships with customers

Key Skills & Experience:

* Qualifications or training in a technical services field preferably within the automotive industry.
* Minimum of 5 GCSE’s at Grade C or above including Maths and English.
* High level of numeracy and literacy.
* Above average computer literacy.
* Minimum 3 years’ experience in a customer support role with a technical focus.
* Must demonstrate good level of DC circuit knowledge.
* Computer application skills.
* MS Office.
* Able to demonstrate strong co-ordination skills.
* Methodical approach to fault finding and problem solving.
* Use of Basic IT systems.

Desirable:

* NVQ level 3 with a technical emphasis on electrical/electronic/automotive.
* Professional IT qualifications.
* Experience in automotive electrics and/or electronics.
* Experience in mobile data management.
* Experience in IT infrastructure and networking.

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience or relevant job titles of; 1st Line Support, Technical Support Specialist, Customer Support, Technical Support Advisor, Product Specialist, Customer Services Executive, Customer Service Support, Product Support Advisor, Customer Support, Product Support Executive, Helpdesk Support, IT Technical Support, Engineering Support Specialist, Technical Support Officer, Automotive Technical Support, Electronic Technical Support, Mobile Data Management, IT Infrastructure Support, Networking Technical Support may also be considered for this role.