Customer Support Technician

TN United Kingdom; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Technician to join their team. This role involves maintaining a professional demeanor while resolving customer issues, conducting training sessions, and ensuring all equipment operates reliably on-site. The ideal candidate will possess strong problem-solving skills and a commitment to excellent customer service. If you are motivated, dependable, and ready to make a positive impact in a dynamic work environment, this is the perfect opportunity for you. Join a team that values teamwork, diversity, and a commitment to quality service.

Qualifications

• Degree or equivalent from a two-year college or technical school.
• Six months or more of directly related customer service experience.

Responsibilities

• Maintain a professional demeanor while resolving customer issues.
• Train customers on system use and answer all questions.
• Provide timely follow-up on open issues to maintain customer confidence.

Skills

Customer Service

Problem Solving

Oral Communication

Written Communication

Teamwork

Technical Skills

Diversity / Ethics

Attendance / Dependability

Education

Degree from a two-year college or technical school

Tools

MS Operating Systems

Basic TCP/IP Networks

Basic Electrical Knowledge

Job description

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• Maintain a professional and positive demeanor while in the call center or away on company business.
• Identify problems and determine courses of action within the time limits set by call priority.
• Utilize available detail screens to quickly resolve issues.
• Escalate calls determined by detail screens to Tier 3 queue.
• Ability to travel overnight when called upon.
• Ability to train others.
• Set up all equipment and test to ensure reliable operation while on site.
• Train customers on system use and answer all questions while on site.
• Apply good judgment and sound decision-making to minimize the impact on customers' business.
• Follow procedures and standards set forth in company publications or, if necessary, determine and follow such alternative procedures as deemed appropriate in the technician's judgment and discretion to complete the assignment in the most time-effective manner that best meets the customer's needs.
• Take support request escalations from Tier 1 and Tier 2 and follow through to customer satisfaction.
• Assist Tier 1 and Tier 2 by providing information as needed to resolve customer issues quickly at the first support level.
• Provide continuity and timely follow-up on open issues to maintain confidence that issues are being resolved.
• Whenever possible, advise customers of options and make effective recommendations for optimal system use.
• Behavior: Maintain a positive work atmosphere by behaving appropriately.
• Technical Skills: Sufficient understanding of electronic equipment and software to conduct setup, startup, and training of non-technical operators.
• Problem Solving: Gather and analyze information skillfully, develop alternative solutions.
• Customer Service: Empathize with clients' problems and build confidence in the ICS / PSD Codax support team. Good listening skills are essential.
• Oral / Written Communication: Speak and write effectively in all situations.
• Teamwork: Contribute to a positive team environment. Approach others tactfully, accept responsibility for own actions.
• Diversity / Ethics: Treat all people with respect.
• Motivation: Demonstrate persistence and overcome obstacles.
• Attendance / Dependability: Consistently arrive on time and produce quality work.

Qualifications

• Education: Degree or equivalent from a two-year college or technical school, or other related qualifications.
• Experience: Six months or more of directly related customer service experience.
• Other Knowledge: MS operating systems, Basic TCP/IP networks, Basic electrical knowledge.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the traditional indoor office environment is usually moderate. There is limited exposure to physical risk. This position will require travel, including overnight stays, as necessary to meet customer needs. Normal risks associated with travel and setup of the company's systems may be expected.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to handle or feel, reach with hands and arms, and talk or hear. The employee must regularly lift and/or move up to 12 kg and occasionally lift and/or move up to 25 kg. Specific vision abilities required include close vision, color vision, and the ability to adjust focus.