INTERNAL APPLICATIONS ONLY You will be responsible for providing top-tier technical assistance to customers experiencing issues with products. This role involves troubleshooting technical problems, offering guidance on product use, and resolving technical queries efficiently and professionally, ensuring a high level of customer satisfaction. You will possess excellent written and verbal skills and will have the ability to maintain a positive attitude and a focus on customer satisfaction, even when things are a little stressful This role encompasses the following responsibilities: - High level of technical support and excellent customer service - Own customer issues, and drive to resolve them quickly and appropriately - Speak to customers, ideally on the phone, to fully understand the issue. - Pre and post sales technical support i.e. problems identified in customer development or production. - Support Sales and Contract Admin to quote by identifying and listing the parts that are required to meet the customer requirements. - Pull in resources from other internal and external stakeholders to the business, to help resolve issues quickly. - Provide technical information through to customers via both email and the phone, the information provided needs to be considered, professional and clear. - Keep the Account Manager up-to-date on progress, and let them know once an issue is resolved - Keep a log or use case management, chase customers, suppliers or Steatite staff if progress is not being made. - Interact with the technical contacts of key suppliers Cincoze, ASRock, Orolia, Axiomtek, iEi, ADLink, Avalue - Attend partner technical training sessions where appropriate to build knowledge base depth. - Support occasional customer site visit to resolve issues hands-on Very good knowledge of Microsoft 10/11 IoT operating systems and desire to learn Linux as required, specifically Redhat and Ubuntu Knowledge of CPU/GPU families, specifically Intel, AMD, ARM, Nvidia, Deep knowledge of computer BU products: Rackmount, fanless, Panel PC, computer boards (Mini ITX, ATX, SMARC, COMe), PNT, AI and laptops An ability to learn and understand different technologies and form factors. Understand how our products fit into the customers high level system design to resolve compatibility issues. Good attention to detail, strong troubleshooting and problem-solving skills Knowledge of computer hardware and software. Understanding and resolve customer technical issues quickly. Ability to handle multiple enquiries simultaneously and prioritise effectively. Ability to document interactions and technical issues thoroughly. Directly dealing with customers typically engineers. A technical qualification ideally or demonstrable extensive experience Job Type: Office based Job Title: Customer Technical Support Location: Redditch, Worcestershire Hours: 38 hours worked Monday - Friday Salary Package: Competitive Benefits 26 days holiday plus bank holidays, increasing with length of service Discretionary annual bonus Pension – 5% employee, 4% employer (salary sacrifice) Development opportunities relevant to your role Enrolled in Employee Share Scheme following 12 months service Access to Westfield Healthcare scheme, including: · Corporate Health Cash Plan including cover for dependents · Employee Assistance Programme · Discounted Gym membership · Retail & Travel discount scheme · Wellbeing App Cycle to Work Scheme EV Scheme