Technical Support Technician

My client are well recognised manufacturing business and are currently needing a CustomerSupport Technician to join their team to help with continuous growth within the business offering excellent training and development opportunities. As a Technical Support Technician you will be responsible for providing excellent after sales service and technical support on a vast range of products ensuring timely and accurate technical advice to customers via telephone, email or website enquires. Ideally, the Technical Support Technician will have experience working in a strong customer support/customer service environment and have strong telephone skills, excellent timekeeping ability a passion for problem solving!

Customer Support
Henley
Permanent Position
35 Hours a Week (Mon-Fri)

Main Responsibilities as a Customer Support Technician:

• Answering customer questions regarding the selection, performance, cost, availability, installation issues of company products
• Reporting any customer concerns and identifying multiple continuous issues calls to senior members of staff
• Maintaining detailed knowledge of the Company’s products and how they work
• Detecting potential insurance claims and reporting details to the Technical Assist Manager.
• Actively ensure that the companies CRM system is kept up to date
• Diagnose product and system issues and arrange service agent call-outs where necessary

• Experience of working in a customer support/service function 
• Experience working in a fast-paced high volume call environment
• High-level customer service skills
• Effective decision-maker who remains calm under pressure and keeps safety and efficiency in mind as the top priority of our Company.
• Analytical – can relate and compare data from different sources, quickly identify and resolve issues, secure relevant information and identify relationships.
• Effective at assisting technical discussions in the team and confident in challenging approaches when they don’t seem right