* Provide timely and accurate advice and support via phone, email, remote connection and face to face to all customers / distributors / users
* Effectiveness in understanding problems and making timely, practical decision.
* Follow up on open tickets and ensure customers are kept up to date at all times with the progress
* Maintain and develop the companies adopted CRM system ensuring all data relating to customers and support tickets is accurate and always up to date
* To provide a high level of technical support to customers and associated service facilities.
* To accurately log all customer issues reported or observed on site and create site visit report.
* To utilise test equipment to replicate customer configurations for testing/ troubleshooting purposes
* To provide on-site support to customers and end users as required
* To attend customer sites and assist with live site technical support and troubleshooting as required
* To provide detailed written reports on outstanding customer issues on a weekly basis
* Performing miscellaneous job-related duties as assigned by the Head of Technical
Skill Requirements
* Background within the Security / Technology industry in a senior support role.
* Strong understanding of Operating Systems, Servers and Networking components
* Experience providing support on CCTV (Both Analogue & IP) is essential
* Exposure to majorVMS’s such as Milestone, Genetec etc
* Proficient in fault finding with field & reactive support experience
* European experience would be advantageous
* Excellent communication skills – both written and verbal
* Team player, self-motivated and able to work on own and under pressure
* Good time management and priority handling with previous experience of working in a customer facing environment
* Knowledge of third party products, protocols and associated technologies.
* Ability to manage and plan workload effectively.
* Business or Technical Degree Level Education would be desirable
* PC Literate - Intermediate & Advanced ‘Microsoft Office’ skills to include Excel
* Clean Driving License
Location
The jobholder is required to be located at Hanwha Vision Europe Ltd, Heriot House, Heriot Road, Chertsey, Surrey, KT16 9DT – The role may include extensive travel throughout the region and travel outside of the UK may be required from time to time.
2 years experience ideally, 2nd line, CCTV/surveillance/security industry
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