Technical Customer Support - Andover, United Kingdom - Wessex International Ltd

Wessex International Ltd

Verified Company

Andover, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Responsibilities:

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Provide Technical Support: Deliver exceptional technical support to customers by resolving inquiries, troubleshooting issues, and providing guidance on product features and functionalities.
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Troubleshoot Issues: Diagnose technical issues, analyze problems, and guide customers through step-by-step solutions, utilizing troubleshooting techniques and resources effectively.
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Document Interactions: Maintain detailed records of customer interactions, inquiries, comments, and actions taken, utilizing CRM systems or ticketing software to track and manage customer issues.
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Escalate Complex Cases: Escalate unresolved issues to appropriate internal teams, such as Tier 2 support or development, ensuring prompt resolution and effective communication with customers.
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Provide Product Education: Educate customers on product features, functionalities, and best practices, empowering them to maximize their use of the product and achieve desired outcomes.
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Ensure Customer Satisfaction: Proactively follow up with customers to ensure their technical issues are resolved satisfactorily, and provide assistance with any additional questions or concerns.
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Collaborate with Team: Work collaboratively with cross-functional teams, including Engineering, Product Management, and Sales, to address customer needs, communicate feedback, and contribute to ongoing product improvements.

Qualifications & Experience:

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Technical Proficiency: Solid understanding of mechanical engineering and Agricultural or Groundcare machinery. Previous experience in using Agricultural or Groundcare machinery so that you can relate well to customers situations.
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Customer Service Skills: Excellent communication skills with a customer-focused approach, including active listening, empathy, and the ability to explain complex technical concepts in simple terms.
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Problem-Solving Abilities: Strong analytical and problem-solving skills with the ability to quickly assess situations, identify root causes, and implement effective solutions. Maintain a balanced view and remain steady even under pressure.
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Attention to Detail: Meticulous attention to detail with the ability to accurately document customer interactions, troubleshoot issues systematically, and follow through on resolutions.
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Adaptability: Ability to thrive in a fast-paced environment, multitask effectively, and adapt to changing priorities and customer needs.
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Team Player: Collaborative mindset with the ability to work effectively within a team environment, share knowledge, and contribute to a positive work culture.

Additional Information:

Working hours are 08:00 - 17:00, Monday - Friday, with a 1 hour lunch break each day.

Holiday entitlement is 28 per annum (including bank holidays).

Job Types:
Full-time, Permanent

Pay:
£28,000.00-£38,000.00 per year

Benefits: