The Technical Support Specialist is an essential role for our company.
You will be part of the Technical team and work with the Technical Support Director and 4 other Technical Support Specialists.
The main areas of responsibility is to provide technical support to all innon clients so fellow BMS engineers.
Our technical support comes in two levels, “First Line” support manages incoming enquiries from clients (via email or voicemails), prioritising and responding in a timely manner, escalating them to a “Second Line” support who can help with overflow and enquiries that require deeper investigation that can be scheduled at a later date.
The activities of “First Line” and “Second Line” support will be evenly split every week between the team, allowing each Technical Support Specialist to diversify the work activities and time for professional development.
When there is time between enquiries on “First Line”, the Technical Support Specialist will also test equipment and solutions, growing their technical knowledge and providing a better customer experience.
The Technical Support Specialist will contribute to improving the customer experience by creating knowledge base articles using their experiences from the tests carried out, and will engage in technical sales conversations with key clients to present new products and solutions. This provides the customer with the feeling of security in creating new solutions with the products we provide.
Innon’s main goals for the success of the Technical team are:
* Being friendly, helpful and responsive to Innon Partners and prospective partners so they feel like they are calling on a knowledgeable friend when seeking technical advice, using the opportunity to build rapport and trust with the customer.
* Having great problem solving abilities as well as being friendly and empathic with the clients.
* Support requests being managed in a professional and structured way to ensure calls are prioritised and responded to in a fair and timely way.
* Creating a helpful, supportive and professional internal team atmosphere in order to encourage the sharing of knowledge and willingness to assist each other.
* Encouraging and enabling team members to keep up with industry system and product developments to always aim to provide the clients with the best products and solutions.
Responsibilities and Duties
* Provide 1st Line Support, fielding customer support requests generated from emails, web forms and voice mails.
* Manage 1st Line Support, understand priorities, workload, and escalating to 2nd Line Support when required
* Checking our customers credentials, verifying them against a database and identifying the level of support they have access to
* Assist with 2nd Line support tickets when not on 1st Line duty
* Test new products and solutions, growing professional knowledge and providing ideas and feedback for new products and product updates
* Write knowledge base articles, contributing on preventive support
* Help sales with technical sales conversations, introducing clients to new solutions and building customer relationships through the technical support provided.
* BEMS industry experience in technical role – at least five years
* Good essential Niagara, BACnet, Modbus, Mbus, MQTT, TCP/IP experience/knowledge
* Excellent analytical and problem-solving skills
* IT literate
* Excellent English speaker and writer
* High regard for accuracy, quality and attention to detail in all areas of work
* Strong drive to grow and explore technical areas outside of own comfort zone
* Organisational skills, applied to own work and the Technical Team
* Friendly and personable and can hold firm under pressure.
* Ability to commute to our office in Chippenham regularly (2/3 times a week)
Preferred Requirements
* Experience in a similar technical, customer-facing support role, on or off-site
Essential Qualifications
* Further education qualification in tech. discipline, e.g. BTEC Level 3, City and Guilds Level 3
* GCSE English, Maths, technical subject (e.g. Design and Technology, Computer Science) and one science (e.g. Physics) – grade 5 or above (or equivalent)
* Tridium Niagara framework course from any manufacturer completed successfully
Preferred Qualifications
* Tridium TCP N4 Trained or equivalent Niagara framework brand trained, e.g. Trend TONN8/IQVision
* Further education qualification in a technical discipline, e.g. HNC/D
Schedule
* 8 hour a day, including one-hour break :)
The technical support team based in Wiltshire, however we have other colleagues that work from home. We meet in the office monthly to discuss new ideas and catch up.
Work remote: Yes
Job Types: Full-time, Permanent
Salary: £50,000.00-£60,000.00 per year
* Company events
* Company pension
* On-site parking
* Sick pay
* Work from office and home
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