Customer Support Assistant required. Our client is a well-established supplier of access control equipment based in Leeds. Due to ongoing success, they are seeking a Customer Support Assistant to join the team, who has an understanding of electro-mechanical and/or security related products.
Responsibilities:
* 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.
Minimum Requirements:
* 3+ years of experience within a customer service/technical support environment.
* Proven background within electro-mechanical and/or security products.
* Proven experience in diagnosing and resolving technical issues related to products and providing step-by-step solutions to customers and installers.
* 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).
* Based in a commutable distance of Leeds.
Compensation:
* Salary £28,000 - £35,000 - depending on experience.
* Performance related bonus.
* Monday to Thursday 08:30 - 17:30, Friday 08:30 - 16:30. Permanent position.
* Holiday allowance and pension.
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