Technical Services Support

Job Description

Technical Services Support Recruiting for your future success’Our client is the UK’s fastest growing hydration specialists. They provide exceptional coffee, water, juice and vending solutions to over 8,000 commercial organisations, enabling them to provide welcome refreshments when they’re needed most.With nearly 20 years in business, their experience and expertise are unrivalled, and their passionate team is committed to creating bespoke solutions that exceed your expectations and delight your customers, team and visitors. They are now looking for Technical Services Support to join their growing team.Account Support Executive| £30-32k Per Annum DOE | Ipswich | Bonus Scheme | 23 Days Annual Leave + Bank Holidays | Sick Pay | Regular Company Events | Growing Team | Personal Development |Duties (to include but are not limited to):

• Support customers via phone, virtual calls & videos, and email requiring technical assistance on a variety of machines and equipment
• Help with diagnosing, troubleshooting and problem-solving customer queries:guide customer to describe issues in sufficient detail, and eliminate known issues confirm whether issues can be resolved by the customer categorise issues collaborate with Engineeringteam where an issue cant be easily identified and/or resolved via Technical Service desk.
• Collaborate with Operations team to continuously improve support guidance videos and self-help solutions based on experience with incoming customer questions and issues
• Provide feedback to Sales and Engineering teams to reduce number of issues/enquiries raised by customers and/or improve efficiency
• Communicate clear & concise answers to complex technical questions to decrease the level of basic escalations from frontline teams
• Solution finding and co-ordination in response to customer technical issues
• Maintaining Eagle records efficiently and to a high standard of accuracy.
• Taking ownership and responsibility of any issues from the start through to a successful resolution or escalation to another support team

Person Specification:

• You will have a minimum of two years’ experience in technical customer support (2nd line support)
• Ability to diagnose and troubleshoot technical issues
• Excellent communication skills, both written and verbal
• Proven ability to manage a heavy workload, plans, prioritises and organises own work in support of achieving individual and team objective.
• Service driven and competent in handling dissatisfied customers
• Establishes effective relationships with clients to understand and exceed their needs
• Tenacious to gets things done and responsive to get things done to deadline
• IT proficient, with a good understanding of Microsoft Office, Excel and bespoke CRM system
• High level of accuracy and attention to detail
• Desire to Work in a fast-paced environment with the motivation to exceed Service Level Agreements (SLAs)
• Takes proactive ownership and accountability; fully trusted and honest, with a strong work ethic and reliability, in terms of attendance, timekeeping and responsibility.
• Responsive, with a service-driven approach to deliver the wow’ factor

LIGHTHOUSE PERSONNEL LTD ARE A RECRUITMENT AGENCY WORKING ON BEHALF OF A CLIENT.PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our utmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all beexplained on initial contact.If you are interested in the role and have further questions, please don’t hesitate to speak to one of our team members confidentially.

Keyskills :
Communication SkillsCustomer ServiceTechnical Support