Support Engineer - Fire Alarms

Description

We are currently seeking an experienced�1st Line Technical Support Advisor�to join an extremely reputable, family-run SME based in�Hereford.�As a 1st Line Technical Support Advisor, your primary responsibility is to provide prompt and efficient technical support to customers or end-users. You will be the first point of contact for customers and Engineers seeking assistance with technical issues or inquiries, and you will play a crucial role in ensuring customer satisfaction and problem resolution.

Key Duties and Responsibilities...

• Providing 1st line technical support for the existing products, respond to customer and Engineers inquiries, troubleshoot technical issues, and provide appropriate solutions in a timely manner


• Use diagnostic tools and knowledge bases to guide customers through step-by-step resolutions


• Maintain accurate and detailed documentation of customer interactions


• Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions


• Assist customers and Engineers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed


• Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency

Requirements

• Proven experience in a customer support role, preferably in a technical or support environment


• Proficiency in troubleshooting technical challenges and providing clear instructions to technical and nontechnical customers


• Excellent communication skills, both verbal and written


• Strong customer service orientation, with a focus on delivering a positive customer experience


• Effective problem-solving and analytical skills to identify and resolve technical issues efficiently


• Ability to multitask, prioritize tasks, and work well under pressure in a fast-paced environment

Benefits

• Salary: up to �40,000


• 25 days annual leave (Exc. Bank Holidays, 33 in total)


• Additional day annual leave for your birthday


• Full training provided