Customer Support Assistant

Customer Support Assistant required. Our client is a well-established supplier of access control equipment based in Leeds. Due to ongoing success, they are seeking a Customer Support Assistant to join the team, who has an understanding of electro-mechanical and/or security related products.

Responsibilities:

• Being a senior point of contact for resolving technical queries and questions for product installers, end users and colleagues via phone, email and face to face.
• Guiding installers through the setup and configuration of products remotely.
• Assisting customers with technical queries by fault-finding and troubleshooting over the phone and face to face (these are not IT related queries).
• Delivering pre/post installation technical advice.
• Providing support and expertise with wiring diagrams.
• Being a product expert on a wide range of products and answering questions from customers and colleagues about products.
• Providing the best possible customer service and achieving high customer satisfaction, aiming for a first-time fix.
• Providing outstanding customer service showcasing your positive and helpful attitude with a commitment to ensure customer satisfaction and managing customer expectations.
• Developing strong and long-standing relationships with regular customers.
• Testing suspected faulty equipment.

Minimum Requirements:

• 3+ years of experience within a customer service/technical support environment.
• Proven background within electro-mechanical and/or security products.
• Proven experience in diagnosing and resolving technical issues related to products and providing step-by-step solutions to customers and installers.
• A recognised engineering qualification and/or time served ability to understand electro-mechanical concepts and tailor appropriate solutions that are both technically sound and commercially competitive.
• Previous experience with either installing or fault finding on small to medium sized IP based access control or CCTV systems (not IT helpdesk).
• Based in a commutable distance of Leeds.

Compensation:

• Salary £28,000 - £35,000 - depending on experience.
• Performance related bonus.
• Monday to Thursday 08:30 - 17:30, Friday 08:30 - 16:30. Permanent position.
• Holiday allowance and pension.