Technical Support Technician

My client is a well-recognized manufacturing business and is currently seeking a Customer Support Technician to join their team to help with continuous growth within the business, offering excellent training and development opportunities. As a Technical Support Technician, you will be responsible for providing excellent after-sales service and technical support on a vast range of products, ensuring timely and accurate technical advice to customers via telephone, email, or website inquiries.

Customer Support
Henley
Permanent Position
35 Hours a Week (Mon-Fri)

Main Responsibilities as a Customer Support Technician:

1. Answering customer questions regarding the selection, performance, cost, availability, and installation issues of company products.
2. Reporting any customer concerns and identifying multiple continuous issues calls to senior members of staff.
3. Maintaining detailed knowledge of the Company's products and how they work.
4. Detecting potential insurance claims and reporting details to the Technical Assist Manager.
5. Actively ensuring that the company's CRM system is kept up to date.
6. Diagnosing product and system issues and arranging service agent call-outs where necessary.

Person Specific Skills Required for Customer Support Technician:

1. Experience of working in a customer support/service function.
2. Experience working in a fast-paced high-volume call environment.
3. High-level customer service skills.
4. Effective decision-maker who remains calm under pressure and keeps safety and efficiency in mind as the top priority of our Company.
5. Analytical - can relate and compare data from different sources, quickly identify and resolve issues, secure relevant information, and identify relationships.
6. Effective at assisting technical discussions in the team and confident in challenging approaches when they don't seem right.