Technical Support Advisor

Chiptech are currently recruiting for a Technical Support Advisor to carry out first line support for our customers and prospects. This support function will require a high-end technical knowledge of Chiptech products and systems for which high level training will be provided.

The role will be a first point of contact with Chiptech customers providing 1st line technical support with Chiptech products and sector support ensuring our customers are well supported. Enquiries will come via phone or via email and will require tracking and logging through a ticket system to completion.

The position requires close partnership within the technical team as well as other internal departments and will also identify process/system improvement opportunities

We are seeking a calm, well spoken and articulate person to fill this role also loves tech and helping people. Industry experience is not required although will be of a benefit to your application.

As our Technical Support Advisor, you will:

• Support our customers: Be a initial point of contact for Chiptech customers to support with technical queries.
• Be communicative: Provide remote support and configuration updates for customers
• Follow through with resolutions: Log, track, and update actions within the CRM ensuring escalation points and response is in line with criticality and business SLA’s
• Be attentive: Log, track and resolve warranty returns through a repair or replace programme
• Provide customer service: Assist in onboarding of new customers, including generation of configurations, setting up cloud-based portals and updating internal documentation
• Collaborate with the wider team: Work in collaboration with all areas of the business to ensure that lessons are learnt through support calls and documentation, video and training materials are constantly improved.

You will also fit the following profile:

• Minimum of 3 years’ experience in a customer service/technical service role dealing directly with customers.
• Has a passion for excellent customer service
• Great communication skills both via written and spoken form
• Techy! Can talk us through technical projects either from a professional or personal standpoint.
• Can work and be calm under pressure
• Recognise trends and feed ideas and improvements to the management team
• Have attention to detail
• Good knowledge of Excel
• Can prioritise workloads
• Logical
• Problem Solving
• Personable

Application Deadline: 11/10/2024 | Teams interviews: w/c 14/10/2024 | Initial interview: 30 &  31/10/24 Secondary Interview: w/c 04/11/24

Salary: £25,000 | Location: Lancaster, UK | Line Manager: Customer Support Manager | Working Hours: 09:00 – 17:00

If you’re ready to take your career to the next level and help us deliver meaningful change, we can’t wait to hear from you!