Technical Support - UK & Ireland

This global leader in the Remote Management of Integrated Security Systems are looking to recruit a Technical Support Specialist.

You will provide a mixture of telephone, e-mail, remote and on-site support to dealers and/or customers in order to answer technical queries, diagnose and resolve faults, and maintain customer satisfaction. Provides training on their hardware and software products to dealers and/or customers. Recent graduates in the fields of Electronic / Computer Engineering are encouraged to apply.

Key Accountabilities:

- Providing specialized technical support from a remote location either by telephone, email, and/or remote desktop connection
- Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications
- Developing and maintaining knowledge and skill in supported products and in those products associated with supported products, as required
- Negotiating timeframes for solution implementation with clients and updating clients on progress during problem resolution
- Identifying more complex technical issues for escalation to senior Technical representatives by effectively using the pre-established escalation process
- Escalating process or project improvements to relevant parties within the organization in order to enhance the current use of products or reduce incoming call volume and keeping Management aware of potential areas for product, services and education sales
- Conduct training courses on their hardware and software solutions
- Adherence to OH&S policy and procedures
- Carry out such other duties as may reasonably be required

Key Relationships

Internally, you will deal with other Tier 1 and Tier 2 Technical Resources, R&D department, and the UK-based sales team. Externally you will communicater with technicians and sales reps in the VAR network, some of their end-user customers, and their technology partners

Qualifications & Experience

Specific Knowledge:
- Customer facing and telephone support skills
- Analytical skills
- Fault finding skills
- Knowledge of IT systems
- Windows desktop and server operating systems

Essential:
- Experience of Telephone & on-line Customer Service
- Superior customer service attitude
- Advanced written and spoken communication abilities that generate a professional image of the company
- Basic Electrical / Electronic knowledge
- A keenness to learn, and willingness to accept and claim responsibility for technical concerns
- Ability to pass a background check and travel internationally

Desirable:

- Qualifications in the Electrical/Electronics/Computer engineering field
- Experience with Microsoft Windows/Server & SQL
- Experience of Telephone & on-line Customer Service

If you think that this is the role for you, please respond with your CV.