Job Description
Customer Support Assistant
Team: Customer Support
Location: Office based - Lapworth (Head Office)
Reports to: Technical Director
Contract: Permanent, Monday to Friday, 09:00-17:30
Our client provides activity monitoring technology and services aimed at assisting individuals in living independently and safely at home. They work closely with approximately 70% of local authorities across the UK, aiding in care assessments and delivering long-term sensor technology to facilitate effective support when required.
The Customer Support Assistant role entails delivering first-line technical support to customers. Handling telephone and email inquiries, the candidate will also be responsible for producing chart summary reports with appropriate training.
Main Responsibilities and Duties:
* Provide excellent service and support through our customer helpline, addressing technical queries and troubleshooting effectively.
* Develop competency in understanding and discussing charts and systems with customers.
* Assist in system maintenance, conducting daily checks and coordinating with customers and internal teams.
* Generate chart summary reports and communicate findings to customers.
* Follow up on inquiries and coordinate parts dispatch as necessary.
* Maintain high standards of customer service and administrative processes, ensuring timely action and accurate record-keeping within our quality framework.
* Perform additional administrative tasks to support business operations, growth, and quality delivery.
Skills and Qualifications:
* Exceptional verbal and written communication skills.
* Friendly and efficient telephone manner.
* Strong problem-solving and multitasking abilities.
* Proficient IT skills.
* Detail-oriented and well-organized.
* A team player with a proactive attitude and the ability to work independently.
* Dedication to operational excellence.
* Interest in technology.
* Must have daily access to a vehicle, as there are no public transport links in the area.
* Subject to successful completion of Enhanced DBS and PVG checks.
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