We are seeking a talented, experienced Technical Support Engineer to join our team. Based in our High Wycombe office, the postholder will be primarily responsible for providing technical support to customers in the Asia and EMEA region. Working closely with our Sales Director, Sales Managers and Inside Sales Rep and also colleagues within Customer Service and other departments, the successful candidate will forge strong links and communicate confidently whilst providing helpful and supportive responses to requests.
We are looking for someone to:
• Support our Customers and the EMEA Sales Team to deliver best-in-class Technical Support and Training.
• Provide pre-sales online technical demonstrations and webinars in English and Spanish
• Work closely with the Service, Customer Service and Technical Support Teams so that our customers can “Depend On Us”.
If you think this could be you, please submit your CV as soon as possible. We look forward to hearing from you.
Key Accountabilities
• Provide Technical Support for the EMEA Region and respond to customer enquiries via email, phone and web.
• Ensure all customer interactions are delivered to the highest standard, with the ethos of pace, precision and partnership.
• Ensure all customer issues are logged and resolved according to the Service Level Agreement (SLA).
• Work with the Technical Support Team and Customer Service Manager to identify problems and develop solutions, leading change where needed.
• Develop strong working relationships with key distributors and end customers and be seen by their technical departments.
• Report all product issues and customer calls on the CRM.
• Review and approve technical content in new marketing collateral/communications.
• Work with cable, switch and CCTV manufacturers to gain product endorsements and approvals.
• Support the Product Innovation and Marketing teams with product beta testing and participate in end user investigations.
• When required, accompany the Sales Team in the field to support customer visits, trade shows and exhibitions.
• Ensure the Technical Support Team maintains documentation in accordance with company policy, local legislation and GDPR.
• Monitor and provide data on Technical Support activity/KPIs as required, including weekly and monthly reporting.
• Ensure that all activities are undertaken and controlled in accordance with the Quality Management System (QMS)
Education
Essential: Technical training via apprenticeship or other vocational training in IT/networking/cabling or a similar technical field with few years of experience
Preferred: Degree in IT or electronical engineering
Work Experience
Essential: Use of a CRM system; Experience in IT/Networks/Cabling
Preferred: Minimum of 3 years working in a Technical Support Team; Use of SugarCRM; Experience in Conducting Technical Trainings, Webinars, Recording Training Videos; Experience in the measurement of passive Copper Cables or Fiber Cables
Professional Skills and Aptitude
• Must be fluent in English and Spanish to business level
• The ability to switch between tasks and manage multiple projects at a time
• Ability to build rapport and develop strong relationships
• Ability to manage priorities
• Good attention to detail
• Ability to handle difficult situations and work calmly under pressure.
• Able to demonstrate a high level of resilience
• Proficient user of Microsoft Office Packages especially Word and Excel and PowerPoint to advanced levels
• The ability to work across multi-functional teams
• The ability to communicate with precision and convey key messages in written and spoken
• Excellent telephone and customer contact skills
Job Types: Full-time, Permanent
Pay: £35,000.00-£45,000.00 per year
Benefits:
• Company pension
• Free parking
• Life insurance
• Referral programme
• Sick pay
Schedule:
• Monday to Friday
Experience:
• Technical Support: 1 year (required)
Language:
• English (required)
Work Location: In person
Application deadline: 20/09/2024
Reference ID: Tech Support Eng
Location: High Wycombe
Posted: Sept. 9, 2024, 9:28 a.m.
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