Technical Customer Support

My client is currently seeking a Technical Customer Support to offer enterprise-level assistance to customers. The individual in this role will be responsible for diagnosing and troubleshooting software and hardware issues, aiding customers in the installation of applications and programs, and addressing network problems. Utilizing remote desktop connections, the Technical Support Engineer will provide immediate support and employ email and chat applications to deliver prompt solutions to simple IT issues. In cases where more complex problems arise, communication with clients will be conducted via phone, accompanied by clear written instructions and technical manuals.

Key responsibilities include:

• Taking ownership of reported customer issues and ensuring resolution
• Researching, diagnosing, and troubleshooting system issues
• Following standard procedures for escalating unresolved issues to internal teams
• Researching and identifying solutions to software and hardware problems
• Asking targeted questions to understand the root of the problem
• Guiding clients through actions via phone, email, or chat to resolve technical issues
• Escalating unresolved issues to appropriate internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal databases or external resources for accurate tech solutions
• Ensuring proper logging of all issues
• Managing and prioritizing multiple open issues simultaneously
• Generating accurate and timely reports
• Documenting technical knowledge through notes, manuals, and SOPs

Requirements for the role include:

• Proven work experience in a Technical Support Engineer, Customer Support, or similar role
• A solid understanding of computer systems and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Capability to provide step-by-step technical help through written and verbal means
• Understanding of sensitive commercial relationships and GDPR awareness

About the Company:

The company, led by Engineers and Business Improvement Specialists, operates independently in the UK. Experts in enhancing the return on investment for customers through spending on non-production materials like cutting tools, safety equipment, and general MRO, the company offers a range of point-of-use vending solutions. As channel managers of the market-leading SupplyPro, they customize systems to match business requirements, whether as a standalone product or a fully integrated dispensing solution.