Customer Support Engineer

TurnerFox Recruitment; Mansfield; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is looking for a skilled Customer Support Engineer in Mansfield. You will provide high-quality technical support and manage customer inquiries effectively. Ideal candidates should possess excellent customer service and communication skills, with a keen interest in IT. The role includes troubleshooting, managing support tickets, and engaging with third parties for solutions. Join a dynamic team that values development and improvement in technology usage.

Qualifications

• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team under pressure.
• A keen interest in developing IT skills.

Responsibilities

• Provide first-line support for all clients.
• Manage and maintain tickets ensuring resolution within SLAs.
• Communicate effectively with end users about their issues.

Skills

Excellent customer service skills

Good communication skills

Problem diagnosis

Time management

Job description

Role: Customer Support Engineer
Location: Mansfield
Negotiable dept on exp

We're looking for a talented Customer Support Engineer to join our busy support team in Mansfield. You'll deliver high-quality technical support to a variety of customers.

This is an exciting opportunity for someone who enjoys troubleshooting, problem-solving, and helping people get the best out of their technology.

Key Responsibilities

• First-line support for all clients
• Answer incoming calls and emails, accurately recording issues within our ticketing system
• Perform basic diagnostics across multiple internal systems, escalating issues internally where required, adhering to defined processes and policies.
• Manage and maintain tickets across various workflows, taking ownership of issues, providing regular communication to end users, identifying appropriate solutions, and ensuring all tickets are progressed or resolved within agreed SLAs
• Engage with 3rd parties where applicable to arrange engineer visits.
• Generate quotes for replacement hardware where applicable
• Support with the identification and creation/updating of knowledge articles.
• Provide feedback for, and contribute to, continuous improvement within the team.

Qualifications

• Excellent customer service skills
• A keen interest in developing skills within IT/Technical industry
• Good communication skills, both written and verbal
• Ability to work on their own, as part of a team, and under pressure
• Good time management and ability to prioritise
• Initiative to diagnose problems

Interested? send your CV to TurnerFox Recruitment or call on (phone number removed)