Technical Support Specialist /Customer Service /Product Support

Job Title: Technical Support Specialist

Location: The role is based in our St Ives office, though there is an expectation for a certain amount of travel to take place to customer sites in order to support our partners and in order to resolve issues that are more complex.

Salary: Competitive

Hours: Due to the nature of the role, a shift pattern is in place comprising of a 4-week rotation as follows:

Week 1 - 06.30 - 15.00 (one hour unpaid lunch break)

Week 2 - 08.30 - 17.00 (one hour unpaid lunch break)

Week 3 - 08.30 - 17.00 (one hour unpaid lunch break)

Week 4 - 10.00 - 18.30 (one hour unpaid lunch break)

There is also a requirement to work bank holidays, (approximately 2 per year) and a day off in lieu will be given for each bank holiday worked.

Contract: Permanent, Full Time

Job Role:

To provide 'World Class' Customer Service and Technical Support to all our clients customers, including end users, distributors, sub-distributors and OEMs worldwide. Proactively working to both support and develop each customer's knowledge and capability to support the full range of the coding and marking equipment, including CIJ, TT, TJ, IJ and laser.

Duties and Responsibilities

• Effectively respond to requests for technical support, either by phone, email, web chat or in person, in-line with department SLA's and KPI's.
• Maintain and expand the technical knowledgebase and related digital self-service tools to enable our clients customers to become technically self-reliant.
• Participate in product development/launch and improvement projects, completing customer related TTM actions.
• Build productive relationships with our clients partners, enabling them to successfully grow their business and to effectively support their customers by:
• Taking the lead during partner visits and/or conference calls, reviewing open quality issues, carrying out technical audits, visiting customer sites and identifying/delivering training/coaching as required.
• Working with partners to understand their technical and customer service capabilities and develop agree and implement action plans to improve standards and promote best practice.
• Proactively contribute to the continuous improvement of our clients and the Technical Support department.
• Continually develop your personal technical competence to support all our clients' products and technologies.

Candidate Requirements

The successful candidate will have:

• Demonstrable experience of technical support within a Customer Support/Service environment
• A background in engineering and an understanding of engineering principles (electrical and/or mechanical); this could have been gathered through education or work experience.
• Ability to think logically and to proactively troubleshoot technical problems
• Clear communication skills
• Good interpersonal skills
• The ability to work under pressure
• The ability to work as part of a team
• Willingness to travel (as required)
• Willingness to continually learn and develop
• Customer Service drive and focus with proactive approach
• Experience working with international companies
• Competence in one or more languages (e.g. Spanish, Portuguese etc…) is advantageous

Other requirements:

Driving Licence and passport

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of; Technical Support Advisor, Product Specialist, Customer Services Executive, Customer Service Representative, Product Support Advisor, Appointment Booker, Customer Support, Client Service, Customer Service Executive, Product Support Executive, Customer Services, Helpdesk Support, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer, Administrator, Admin will be considered for this role.