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 offers 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 salary of £22k with progression to £23k within around six months if probation/training is passed.

Location

Outskirts of Exeter, hybrid working.

Hours

Monday to Friday, 8:30 am-5 pm/5:30 pm.

Type of Role

Full-time, permanent.

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 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.

Benefits:

  • Membership in the employee bonus scheme
  • 24 days leave entitlement plus Bank Holidays (pro rata)
  • Company and associated benefits
  • Extra day off for your birthday (this can be taken two weeks on either side of your actual birthday)
  • Christmas closure – closed from Christmas eve at 5 pm until the first working day in January (3 days leave is taken from holiday allowance)
  • Holiday buy-back scheme – The chance to buy back up to an extra week’s holiday; the cost of this is spread out over the 12-month period so as not to lose a week’s pay in one month
  • Company pension
  • Health plan & Dental plan (available once your probation period is completed)
  • Company social events
  • Company sick pay

The Requirements

The successful candidate must have the following:

  • At least 12 months of experience in a customer service role
  • Good IT skills – including Microsoft Office and, ideally, CRM system experience
  • 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:

KME Sales NEWSLETTER

  • This field is for validation purposes and should be left unchanged.

KME Recruitment Services

Profiling

Profiling

We pride ourselves on providing a complete recruitment solution and are continually looking for ways to offer additional services that we feel will…

read more
CV Writing Tips

CV Writing Tips

Your CV is your tool for gaining a companies initial interest. If your CV is not eye-catching, it is full of grammatical errors and does not represent your…

read more