Technical Support Specialist | Leeds (Onsite) | Full Time | £30,000 - £34,000 per annum plus bonus scheme
Our client is a growing UK SME operating in the specialist hardware and automation supply sector, supporting trade customers across the UK.
They provide a wide range of technical, mechanical and access-related products to professional installers and commercial customers. With strong year-on-year growth and a reputation for reliability, they are recruiting a Technical Support Specialist to provide expert technical assistance and help customers resolve product-related issues.
The Role
- Acting as the main point of contact for technical queries from product installers, end users and colleagues via phone, email and face to face
- Guiding installers through the remote setup and configuration of products
- Fault-finding and troubleshooting technical issues over the phone and face to face
- Providing pre- and post-installation technical advice
- Supporting customers with wiring diagrams and installation requirements
- Developing expert product knowledge across a wide range of products and advising customers and colleagues
- Delivering excellent customer service and aiming to achieve a first-time fix wherever possible
- Managing customer expectations and building strong, long-standing relationships with regular customers
- Using ticketing system to record and document calls
- Managing faulty returns and liaising with manufacturers and customers
- Testing equipment suspected of being faulty
- Assisting with onsite installations, including wiring and commissioning support
Key Responsibilities
- Providing clear, accurate and practical technical guidance to customers and installers
- Resolving product-related technical queries efficiently
- Supporting installation, setup, configuration and commissioning processes
- Maintaining high levels of customer satisfaction
- Building product knowledge and keeping up to date with technical developments
What We’re Looking For
- 3+ years' experience working in a busy customer service environment
- Proven technical knowledge and practical experience with electronic and security products
- Experience diagnosing and resolving technical product issues and providing step-by-step guidance to customers and installers
- Knowledge of installation requirements and procedures
- A recognised engineering qualification and/or time-served experience, with the ability to understand electro-mechanical concepts and recommend technically sound, commercially competitive solutions
- Previous experience installing or fault-finding on small to medium-sized IP-based access control or CCTV systems
- Experience in a technical customer-facing role, such as technical support, pre/post-sales, commissioning, field service, applications engineering or estimating/proposals
- Excellent written communication skills, including the ability to compose professional customer responses
- Strong verbal communication, troubleshooting and problem-solving skills
- Strong numeracy, analytical and customer service skills
- A confident, outgoing and patient approach, with the ability to explain technical information to less technical customers
- Ability to learn new products quickly
What’s In It For You
- Competitive industry salary
- Company performance-related bonus
- Company pension scheme
- Increased holiday allowance after two years
- Private healthcare after three years
- Holiday purchase scheme
- Birthday holiday
- Excellent break-time area