Support Technician

We are looking for a Technical Support Technician for a Cambridge based company to provide technical support to customers and provide in-house and customer training on company products.

Responsibilities

* Provide excellent support to customers, answering technical queries or escalating to tier two support engineers for resolution
* Taking a proactive approach to support ticket closure, ensuring customer satisfaction
* Take ownership of a range of tickets, including escalations to ensure that they are responded to in a timely manner
* Use the internal company knowledge base to provide consistent quality answers to customers
* Create new knowledge articles on topics where articles do not exist
* Monitor support tickets against SLAs to ensure service commitments are met
* Produce reports to support the Key Account Managers on Activity by customer and other management reports
* Support colleagues with their tickets and / or testing
* Actively learn about our products and services to ensure you are up to date on new developments
* Ensure critical customer incidents are escalated in line with company processes to optimise customer satisfaction
* Highlight any trends in customer issues to the Technical Support Manager to allow improvements to product design and function (Engineer out Issues)
*Build strong relationships with customers and Key Account Managers to support the 360° view of the customer
* Actively participate in improving the usability and reliability of company products
* Seek customer feedback to ensure we meet and continuously strive to improve service levels
* Contribute to the success of the business and assist in improving the overall customers experience
* Maintains own competency and enhances professional growth and development through continuing training, education, conferences and networking

Requirements

* Educated to degree level: STEM topics is advantageous
* ITIL Service delivery qualification advantageous
* Using Windows PCs, able to install software, check driver versions, collect crash dumps, check specification
* Competent in Microsoft Office software
* Customer Empathy
* Collaboration
* Communication
* Problem Solving
* Stress Tolerance
* Organisation and Time Management
* Questioning and Analysis
* Attention to detail
* Credibility and Presence
* Excellent interpersonal, communication and analytical skills
* Precision, Reliability, Dynamism and Flexibility
* Persistent and rigorous approach to problem solving
* Strong team player
* Capable of lone working, but with the ability to build virtual networks / relationships

[ Cambridge, Salary £neg. | vacancy reference : 31019 ]

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Tel: +44 (0) 1223 423267

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