Customer Support Technician

England, Greater Manchester, Bury
£22000 - £27000 per annum
04 Jan 2018
18 Jan 2018
Recruitment Genius Ltd
Contract Type
Full Time
This company is one of Europe's largest monitoring specialists. They provide a range of services to the mining, transportation, construction, energy, infrastructure, water and environment industries.

They are an exciting rapidly evolving business and are constantly seeking to recruit the very best. They want you to grow and develop within their company and offer support to ensure you maximise your unique skill and meet your career aspirations.

This is an exciting time as you will be joining a dynamic, sociable and growing department which supports customers both in the UK and across the world. They are looking for an enthusiastic and confident Customer Support Technician to join the team. Ideally you will be confident, tenacious, love speaking to customers and being able to solve their problems or provide solutions. You will be organised, with a strong desire to learn and want to help us continually improve their services. The role offers great opportunities to build a range of skills and progress quickly.

Key Responsibilities

- Successfully building rapport and liaising with customers on a daily basis to understand requirements and resolve enquiries within set targets
- Work with a wide variety of customers, both internal and external within the UK and across the world.
- Support their field based teams
- Using initiative to solve problems in situations where the answer is not immediately apparent
- Having a thorough understanding of their specialist products and data software
- Resolve enquiries and customer communications within agreed SLA targets to ensure a timely resolution and customer satisfaction
- Effectively and efficiently handle customer complaints to create a positive resolution for the end user and to avoid further escalation
- Efficiently gather information to accurately identify customer requirements and distinguish the root cause of an issue, while keeping customers up to date
- Communicate and liaise with other departments on a daily basis to answer queries and work on projects

Essential Skills and Experience:

- Excellent communication skills both verbal and written.
- Enthusiastic and self-motivated
- An aptitude for numbers, logical and methodical and good analytical skills
- At least 1 years customer support experience
- Good problem solving skills
- Good technical ability
- Good IT skills with a sound demonstrable knowledge of Office
- Attention to detail and accuracy
- Excellent organisation and time management
- Team player with the ability to learn product knowledge
- Able to handle complaints and difficult situations

Desirable Skills:
- IT or Technical background
- Engineering or rail industry knowledge
- Basic knowledge of SQL
- Previous use of technical support systems, eg Jira, Zendesk

Working hours:
Their customer services team are available 24/7, 365 days of the year therefore you will work on a rotating shift pattern averaging 40 hours per week. This also allows for on-going training and development in other parts of the business.