Customer Support Technician

Milton Keynes, Buckinghamshire
Industrious Recruitment

We are currently recruiting for a Customer Support Technician to join our busy client based in Milton Keynes.

Salary: £35,000 – £40,000 per annum

Working Hours: Monday to Friday

The Role:

We are seeking the right individual to join our Customer Support team to work from home with the flexibility to work from the Milton Keynes office when required.

Main Duties & Responsibilities:

As a Customer Support Technician, you will have a hands-on role in providing support for customers ahead of, during and after the installation of new projects, replacements, and changes. The role also involves training customers and preparing equipment for dispatch for new projects and replacements.

This role reports to the Team Lead and Global Customer Support Manager. There is an occasional requirement for national and international travel, primarily to meet customers and support product deployment.

Key Responsibilities:

Responsibilities include, although are not limited to the following:

• Clarifying customer technical requirements ahead of new project installations and briefing the production team
• Supporting customers during project installation
• Setting up monitoring diagrams, users, alerts and calculations
• Attending site when required to support customer installations or investigate reported faults
• Assisting customers with technical queries and fault reports by phone, email and through a helpdesk ticket system
• Managing the return and replacement of faulty equipment
• Assisting with fault diagnosis and contributing to fault reduction
• Providing training to customers mostly using teleconferencing, sometimes on site or in our facility
• Configuring equipment to customer specifications, fitting mounting brackets and ancillary equipment, packing for dispatch
• Receiving returned equipment and diagnosing faults
• Carrying out minor repairs and refurbishment of equipment

Successful candidates should be able to demonstrate the following relevant skills and competencies:

• A flexible, well organised approach with the ability to multi-task and work to varying priorities and deadlines to meet the needs of the business
• Strong analytical skills and close attention to detail with good decision making and technical problem-solving abilities
• A positive, professional attitude and a desire to complete tasks to the highest standard
• A team player willing and able to collaborate actively and effectively with colleagues, gaining respect from those around them
• A strong communicator at all levels, with excellent interpersonal, verbal, and written communication skills
• Self-motivated with a proven ability to perform under pressure

Essential Skills:

• Demonstrable experience of customer service in an engineering, or technical environment
• Excellent customer relations skills
• Fluent in English

Desirable Skills:

• Good ability with Excel, and other Office apps
• Languages
• Understanding of IP Networking

Please apply now with your CV if you are interested in this opportunity