Job Description Job Purpose:
To provide Technical Support to customers and distributors, delivering the highest of quality responses within agreed time frames. To create test schedules, plans and reports for new and existing security products manufactured by Hanwha Vision.
Job Context:
Reporting to Head of Technical
Direct Reports:
None
Key Responsibilities:
Provide timely and accurate advice and support via phone, email, remote connection and face to face to all customers / distributors / users
Effectiveness in understanding problems and making timely, practical decision.
Follow up on open tickets and ensure customers are kept up to date at all times with the progress
Maintain and develop the companies adopted CRM system ensuring all data relating to customers and support tickets is accurate and always up to date
To provide a high level of technical support to customers and associated service facilities.
To accurately log all customer issues reported or observed on site and create site visit report.
To utilise test equipment to replicate customer configurations for testing/ troubleshooting purposes
To provide on-site support to customers and end users as required
To attend customer sites and assist with live site technical support and t...