Technical Customer Service Executive - Portadown, United Kingdom - Kingspan Water and Energy

Kingspan Water and Energy

Verified Company

Portadown, United Kingdom

11 hours ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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Kingspan Water and Energy, part of the Kingspan Group PLC, strives to be the industry leader in driving global change in the design and manufacture of sustainable ways of storing and protecting water and energy.

We provide expert environmental solutions for high performance buildings and infrastructure including:
Water Management Solutions, Diesel, AdBlue, Oil and Agri storage solutions, Hot Water Cylinders, Service and Telemetry._

Key Responsibilities

Customer Service

Develop and maintain relationships with existing key accounts and assisting in the onboarding requirements of new customers.
Work with production, transport department, scheduling, service engineers to ensure the timely despatch of orders and completion of site visits.
Managing customer requirements via our integrated ERP, software, and helpdesk systems.
Achieve KPI Targets as set by the Customer Service Manager/Line manager.
Liaise on a daytoday basis with field engineers to provide knowledge and support to close off jobs.

Technical Customer Support

Provide 1st line technical support to customer queries and work with 2nd & 3rd line support, product managers and software development teams.
Take ownership of user problems, perform a technical diagnosis and fix the issue remotely.
Document all calls on Jira helpdesk system and mange through to satisfactory closure.
Develop a full technical knowledge of Smart Monitoring products and services, hardware, software systems and delivering ongoing customer training.
Identifying and reporting on aftersales and technical issues.
Identify and document product and software issues for review and validation.
Operate within SLAs and prioritise the level of support needed based on same.
Promote high standards of health, safety, environmental, quality and product compliance, ensuring that compliance is an integral part of the business.

Experience & Knowledge

Proven and demonstrable experience within a softwarebased customer service role dealing with calls and queries within a formal customer service environment e.g. a helpdesk, call centre etc

Abilities & Skills

Five GCSE passes (or equivalent) including English and Maths
Excellent telephone manner and communication skills both verbal and written.
Excellent organisational and planning skills.
Strong customer focus and attention to detail both face to face and on the phone.

Excellent IT Skills