Technical Product Support Specialist - London, United Kingdom - Helvar Ltd

Helvar Ltd

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Technical Product Support Specialist
- "People are our greatest asset"

Adel Hattab, Helvar CEO._

Are you looking for a Nordic working culture in the UK? or the opportunity to work with teams developing SMART sustainable products with a focus on the wellbeing of people? Then Helvar could be for you

Location:
Hawley Mill, Hawley Rd, Sutton at Hone, Dartford DA2 7SY

Working Model:
Hybrid - 3 days in the office per week, Monday - Friday, - 5 or - 4

Package:
Base Salary + Bonus

Here at Helvar, we are looking for a
Product Support Specialist to join our growing international team of talented and innovative Lighting Intelligence technology experts in our Dartford, Kent office

This is a key, senior position within the UK Technical Operations team that will act as a focal point for all technical escalations from Helvar customers and our field service engineers and as a true product and solution expert.

This role will work cross functionally, interfacing with many different internal departments and different types of Helvar customers (installers, contractors, facility managers, end users).

Your role and key responsibilities

Your main responsibilities will include:

Researching, diagnosing, troubleshooting, and resolving our Customers' & Partners' technical issues in an accurate and timely manner, with a focus on delivering exceptional, market leading customer service.
Following standard procedures to escalate unresolved issues to appropriate internal departments.
Supporting, managing, and understanding the needs of the End User which will require advanced communication skills, dealing with all levels technical ability.
Supporting the UK Technical Operations team with daytoday technical duties,
Handling technical support cases through to resolution, ensuring all issues are recorded, tracked,, and escalated as appropriate and follow ups are done in a timely manner.
Tracking and reporting on all service escalations and creating suggested improvement plans.
Promoting Helvar solution improvements and providing feedback to the relevant departments.
Drafting technical documents, manuals, resolution steps and technical support FAQs.
Providing technical sales advice to the UK sales team and other business units when required.
Being flexible to go in the office or onto our Partners' or customers' sites as appropriate
Wire testing demos and troubleshooting issues both in the in the office and the field.
Conducting rootcause analysis for technical issues.
Compiling KPI's, monitoring open and closed tickets etc, including Monthly and Yearend reporting statistics.
Acting as an ambassador to drive forward the Technical support function's agenda including liaising with Product Management, Product Creation and other internal disciplines.

Core competences, knowledge and skills required
To succeed in this role, you should demonstrate the following competencies:

Skills Needed for the Technical Product Support Specialist**- Knowledge of Lighting Controls and/or AV equipment would be an advantage.

Passionate about delivering exceptional customer service and value.
Excellent verbal and written communication and superior listening skills
Experience with Technical hardware products and related software knowledge.
Problem-Solving and Critical thinking under pressure.
Time management and the ability to multitask
Experience of managing customer expectations and delivering results against tight deadlines.
The ability to work in a team and other Business Units to deliver maximum importance of dealing with the issue.
Advanced IT skills using Microsoft Outlook, Word, PowerPoint, and Excel.
Confident in your abilities, effective communicator, and ability to scope, produce and present to internal and external Stakeholders.
Eager to learn, constantly curious and proactive in finding new and creative solutions to problems
Understanding of layer 2 and 3 IT networks
Must be flexible and agile, with the ability to adapt your approach to maximise results.
Able to work confidently on your own with a strong focus on accountability and ownership
Ideally an Electrical or Electronic background.
BSc degree in Engineering (Electrical, Electronics or a similar field) is a strong plus

Why Work at Helvar

The Wellbeing of our people and our customers are at the heart of everything we do.
We are 102 years old as a company and value stability and growth within our workforce.
We invest in Helvar: over the past 2 years, we have grown by over 100 employees that make up almost 300 employees globally.
We have a culture centered around trust, meaning you'll get autonomy over your work and get to drive forward solutions.
We invest in you: we encourage innovation with access to our online learning academy, and monthly knowledge cafe's and give all employees 1 hour per week dedicated to learning.
Annual personal development plans with