Job Description
Spectrum IT are working closely with a UK & Global engineering client to hire an experienced Technical Support person to join them in their busy Whiteley office. This is a fulltime, permanent role and office based Monday to Friday at our clients Whiteley site.
As the Technical Support Analyst you will provide a comprehensive service to global customers. You will take on technical support responsibilities for installed machines and upgrades whilst developing good customer relationships with new and existing customers. This role is pivotal in promoting a positive customer experience to help drive efficiencies and improve revenue sales. There will be a lot to learn and will be well suited to a natural 'problem solver'.
If you pride yourself on giving great customer service, are open to learning and love a challenge - This could be the new role for you.
Key Responsibilities
* Own customer support requests, focus on deciding the most effective response and allocation of tasks as necessary to the most appropriate team members
* Champion ticket activity: Ensure all customer related action is logged and handled through the ticketing system, in line with service level agreement guidelines.
* Ensure customers are kept appraised of any changes/developments via ticketing systems
* Build a strong rapport with customers to create a better understanding of their requirements
* Liaise with other internal departments, following the defined processes to ensure timely customer resolutions and customer satisfaction
* Support the customer service team with quoting and raising sales orders when required, ensuring orders are shipped with the correct documentation and fixings
* Identify opportunities for additional spare parts, equipment, upgrades, or service contracts for customers where possible
* Collect and manage customer feedback through post-service surveys
Skills & Experience
Essential
* Hold a relevant Engineering qualification or equivalent engineering sector work experience
* Experience in some form of customer service-related role
Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
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