Technical Customer Support Advisor

Job Description

Are you ready to join an exciting and dynamic team that is revolutionizing the after-sales industry? We are searching for a dedicated and passionate Technical Customer Support Advisor to play a crucial role in our UK multi-species Tier one after-sales team. If you are a tech-savvy individual with a passion for customer service and problem-solving, this is the job for you.

Responsibilities:

• Provide exceptional technical support to our valued customers, resolving hardware and software troubleshooting, network issues, and technical inquiries.
• Maintain existing customer relationships and secure new business by continuously improving the customer experience.
• Create reports to analyze trends and identify areas for improvement in the Customer Support process.
• Support a new direct sale approach by collaborating with sales teams and providing technical expertise during customer interactions.
• Assist new customers by guiding them through the onboarding process and providing product training to ensure a smooth transition.
• Liaise with local after-sales technical support and also regional and global teams.
• Act as a technical authority within the team, keeping up-to-date with the latest industry trends and developments.
• Support software and hardware updates, ensuring that customers have the most efficient and effective solutions available.

Qualifications:

• A strong technical background, with knowledge of hardware and software troubleshooting, network issues, and technical inquiries.
• Exceptional customer service skills, with the ability to deliver excellent service to end users.
• Strong problem-solving and analytical skills, with the ability to analyze data and identify areas for improvement.
• Excellent communication and interpersonal skills, with the ability to collaborate and liaise with different teams and stakeholders.
• Proven experience in providing technical training to customers and colleagues.
• Ability to work independently and in a team, with a proactive and self-driven attitude.
• Prior experience in a similar Customer Support role is preferred.

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

06/27/2024

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Job Posting End Date:06/27/2024

A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID:R299856