Customer Support Engineer - Rossendale, United Kingdom - DBCharles Recruitment Limited

DBCharles Recruitment Limited

Verified Company

Rossendale, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Based in Haslingden, Lancashire, DB Charles Recruitment are working with a brilliant business seeking to hire a new permanent Customer Support Engineer to join the team and continue contributing to the success and growth they have experienced in recent years.

The business are very well established within electronic products and services and they strive to ensure that their customers & clients not only receive the best possible service at purchase but also during the aftercare / installation side.

Therefore, havinga brilliant customer service support team on hand to help and deal with all issues and problems is essential.

The new hire for a Customer Support Engineer will report directly into the Customer Support Manager and be joining a large team of 10+.

The atmosphere and environment of the team is not focussed on taking as many calls as possible but taking the time toensure each client and call is handled properly and in turn, the business are very hands on with training and ensuring staff are provided with long term career paths.

The role will involve a number of day to day duties including but not limited to:

Handling inbound support calls
Handling inbound social media and forum queries
Speaking to installers
Understanding & resolving technical queries
Escalating serious / unresolved issues to additional teams
Diagnose & triage
General administration
Ensuring all guidelines and health & safety are adhered to
Previous experience within technical customer support / electronics support or a customer service background and a keen interest within computers / electronics
An electronics / computer graduate would be highly advantageous however not essential
Previous experience as a electronics installer / troubleshooter again would be advantageous
Excellent telephone manner
Calm under pressure and when dealing with irate support callers
Strong generalist IT skills
Salesforce experience would be an added benefit
Excellent customer issue resolution skills
Ability to problemsolve / diagnose / triage
Experienced in tracking & reporting problems
Ability to commit to permanent role based in Haslingden with home working flexibility available
Hybrid working
25 days annual leave + bank holidays
Free parking
Pension scheme
Plus others