Technical Support Specialist | Leeds | Full Time | Office Based | Monday to Friday
Salary: £27,000 to £35,000 Depending on relevant experience (plus performance bonus)
Our client is a leading supplier of innovative access control solutions, providing high-quality security systems to trade customers throughout the UK.
They are currently seeking a highly skilled and motivated Technical Support Specialist to join their team in a key role in Leeds.
Are you the right person for the job?
* 3+ years' experience working in a busy customer service setting
* Proven technical knowledge of and working experience with electro-mechanical products, security products (not IT related)
* Proven experience in diagnosing and resolving technical issues related to products and providing step-by-step solutions to customers and installers.
* Knowledge and experience of installation requirements and procedures
* A recognised engineering qualification and/or time served ability to understand electro-mechanical concepts and tailor appropriate solutions that are both technically sound and commercially competitive
* Previous experience with either installing or fault finding on small to medium sized IP based access control or CCTV Systems (not IT helpdesk)
* Excellent written communication skills, including the ability to compose professional written responses.
* A confident and outgoing approach, with strong numeracy, analytical and customer service skills
* Excellent verbal troubleshooting and problem-solving skills
* Previous experience in a technical customer-facing role such as technical support, pre/post sales, commissioning, field service, applications engineering, estimating/proposals, etc.
* Outstanding customer service skills demonstrated in a previous role
* Patience and empathy to guide and explain technical information to less technical customers
* Ability to learn new products quickly
* Assisting with onsite installation by offering support and expertise with wiring, commissioning, etc.
* Any other task as required
What will your role look like?
* Being a senior point of contact for resolving technical queries and questions for product installers, end users and colleagues via phone, email and face to face
* Guiding installers through the setup and configuration of products remotely
* Assisting customers with technical queries by fault-finding and troubleshooting over the phone and face to face (these are not IT related queries)
* Delivering pre/post installation technical advice
* Providing support and expertise with wiring diagrams
* Being a product expert on a wide range of products and answering questions from customers and colleagues about products
* Providing the best possible customer service and achieving high customer satisfaction, aiming for a first time fix.
* Providing outstanding customer service, showcasing your positive and helpful attitude with a commitment to ensure customer satisfaction and managing customer expectations
* Developing strong and long-standing relationships with regular customers
* Testing suspected faulty equipment
What can you expect in return?
* A company performance-related bonus
* Competitive industry salary
* Career development training programmes
* Generous holiday allowance
* Increased holiday allowance after 3 years
* Company pension scheme
* Excellent break-time area
* Free on-site parking
* Private Health Care after 3 years
* Holiday purchase scheme
What's next? It's easy! Click “APPLY” now! We can't wait to hear from you!
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