Customer Technical Support Associate

Customer Technical Support Associate

Our client offers an award-winning, ground-breaking and disruptive technology that is proven to have dramatic effects within their chosen industry. They are continuing their exciting growth plans and are now looking for a Customer Technical Support Associate to join their Customer Support team.

This is a fantastic company to work for that offer a fun and employee-focused culture where they want their employees to flourish.

The Customer Technical Support Associate will maintain and develop good relationships with the company’s customers. Working as part of a fast-paced team, the successful candidate will always put the customer first and will have a dynamic approach to any task – whether it’s resolving an issue, answering a query or fulfilling a request, they’ll consistently meet the customers’ needs under the direction of a Customer Support Manager.

Salary

Starting at £22,000 (this will increase depending on experience and training)

Location

Outside of Exeter, Devon (hybrid working offered- 2/3 days per week in the office)

Hours

Monday to Friday, 830am – 5 pm

Type of Role

Indicate the type of role ie Permanent, Part-Time, Job share etc. Max 4 lines.

The Role

Key responsibilities include:

  • Day to day: looking after each customer, managing the company’s portal, changes to customer’s portfolios and general support admin as the Customer Technical Support ‘go-to’ contact for each account.
  • Identifying and resolving technical issues using diagnostics knowledge to remotely fix issues where possible (e.g. sending SMS updates).
  • Arranging on-site Engineer visits with customers to support any technical errors.
  • Updating customer details.
  • Raising any portal issues and informing customers of problems, updates and changes.
  • Arranging the installation and removal of the company’s devices in accordance with any account changes.
  • General admin support to include:
  • Coordinating inbound customer queries and assigning ‘cases’ to colleagues through Salesforce (CRM).
  • Taking incoming calls on the main customer support phone line, including from current customers and new users.
  • Logging calls and actioned appropriately.
  • Building a rapport with your given customer accounts and maintaining positive relationships and high customer satisfaction scores.

Company Benefits include:

  • Membership in the employee bonus scheme
  • 24 days leave entitlement plus Bank Holidays (pro rata) plus your birthday off
  • Health and dental support
  • Your own company and associated benefits

The Requirements

The successful candidate must have:

  • Strong organisational and administrative skills
  • The ability to multitask and deliver under pressure
  • First class customer relations skills
  • Excellent attention to detail and accuracy
  • Exceptional oral and written communication skills (phone and email)
  • Self-motivated
  • The ability to problem solve and use their initiative
  • Be able to prioritise and multi-task based on customer SLAs and deadlines
  • Have good attention to detail
  • The ability to be proactive and reactive to sudden changes in workloads or inbound queries
  • The ability to assimilate technical information
  • The ability to deal with high-pressure situations

This job is for me

If you feel that you can successfully fulfil this vacancy then apply now:

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