Technical Support Specialist required. Our client is a well-established supplier of access control equipment based in Leeds. Due to ongoing success, they are seeking a Technical Support Specialist to join the team, who has an understanding of electro-mechanical and/or security related products.
Technical Support Specialist Position Overview
* 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
* Developing strong and long-standing relationships with regular customers
* Testing suspected faulty equipment
Technical Support Specialist Position 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
Technical Support Specialist Position Remuneration
* 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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