- Deciding on and executing the escalation of issues to the Operations Manager, Internal Sales Manager and or Engineering in response to the commercial or technical impact of issues.
- Act as brand Ambassador effectively promoting all the Product and Services by ensuring a high level of support and customer satisfaction.
- Guide the customer and promote the use of self-help resources available through the on-line 'Customer Zone' i.e., Supporting customers with hardware and (cloud based) analytics trouble shooting.
- Recording issues within a support ticket system structure (Salesforce/ Service Cloud), to effectively triage and manage hardware, software, and analytics issues.
- Managing RMAs including assessing, testing, repairing, replacing, and recording of issues.
- Management of inventory and logistics associated with RMAs.
- Supporting Logistics Co-ordinator with shipping of equipment globally
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Customer Service and Technical Support Advisor - Edinburgh, United Kingdom - Energy Jobline ZR
Description
TECHNICAL CUSTOMER SUPPORT ADVISOR – ENGINEERED PRODUCTSEDINBURGH – EXCELLENT SALARY PLUS BENEFITS
They have developed leading electronic PPE equipment for workers in industries like construction, heavy manufacturing, rail, transport and local authorities.
Plans to improve the customer support experience, function and processes, mean they now need to make the key hire of a Technical Customer Support Advisor, based at their office location close to the city bypass with parking available.
Reporting to the Team Leader you will join the small Technical Support Team. You will assume the day-to-day management of front-line support to customers, fielding customer phone calls, emails, and support cases. You will be responsible for support case allocation, triage, prioritisation, escalations and reporting. Unlike other customer support roles there is a physical hands-on element to this role.You will be expected to test, diagnose, record, and repair faults within returned products, as well as managing inventory and logistics associated with customer Return Material Authorisation (RMA) collections and dispatching of warranty replacements globally.
Day-to-day management, triage, and prioritisation of support requests.You'll need the technical competence to understand, diagnose and problem solve electronic products and data services (training will be provided on the Products and Services).
You will train and problem solve within different customer use case scenarios including downloading of software, creation of RFID Cards and Tool Tags, etc.
Knowledge of electronics / mechanical engineering manufacturing processes as well as dexterity in assembly and repair of electronics hardware is a distinct advantage.
Previous experience with Salesforce, Service Cloud and Workhorse Inventory or similar Case Management and RMA/ Inventory Management systems would be a distinct advantage.
This role may suit candidates from a technical products call centre background.We would be particularly keen to hear from any candidates who have provided technical support to customers buying engineered products and are proficient using help desk and ticketing platforms.
This is a superb opportunity to join a really forward thinking and ambitious Edinburgh based products and services business.You can expect a highly competitive base salary and benefits package, good career development opportunities and a fun and varied working environment.
You will be able to work from home 1 day a week and office hours are 8.
Customer Service and Technical Support Advisor professionals in Edinburgh
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Jake Connor
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Anna Koupourtidou
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Zoe Henderson
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SHUBHAM KUMAR VERMA
Actively looking for analyst roles