Product Technical Support

JR United Kingdom; Guildford; On-site; GBP 28,000 - 38,000; Full time

Job summary

A leading company in the graphics sector is searching for a Product Technical Support specialist in Guildford, UK. The successful candidate will deliver premium technical advice, focus on resolving product inquiries, and collaborate closely with the sales and marketing teams. Key responsibilities include troubleshooting issues, managing cases via CRM, and providing onsite support when necessary.

Qualifications

• Strong background in wide format graphics print or installation.
• Excellent verbal and written communication skills.
• Customer orientation and technical expertise are essential.

Responsibilities

• Provide first line technical support to customers and dealers.
• Troubleshoot application, print, installation, and product cases.
• Log and manage cases on CRM systems.

Skills

Technical expertise in digital print

Colour management

Excellent verbal communication skills

Customer orientation

MS Excel Skills

Job description

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The Product Technical Support role provides best-in-class product advice, and technical support to our customers and dealers. You will likely have come from a wide format graphics print or installation background, with expertise in digital print, colour management and application. Through telephone support, and the use of CRM, you will be providing excellent customer experience. You will be effectively resolving cases, troubleshooting, and giving advice to product inquiries. Reporting to the Technical Manager, and aligned to our quality management team in our production facility, you will be working alongside and supporting our sales office and marketing teams and supporting our product specialist teams.

Responsibilities

Technical Support

• Provide advice for customers and dealers to select the right product for the application.
• Deliver best in class first line of technical support to our customers and dealers.
• Case handling through telephone support, Zendesk, and collaboration with sales teams.
• Troubleshooting and investigation of application, print, installation and product cases.
• Log and manage cases on CRM system.
• Make effective use of the range of resources and team learning available.
• Supporting our production quality control, and our product sector specialists.
• Provide ad-hoc onsite support for training and application and print issues in the UK.

Further Support

• Supporting marketing in production of in-house assets, events, training.
• Supporting new product development, trials and testing.
• Updating technical documentation.

Requirements

• Highly customer orientated.
• Excellent verbal and written communication skills
• Strong technical expertise in digital print, colour management and application.
• Likely to have a background in wide format graphics print or installation background.
• MS Excel Skills, numerical, and writing skills for report case writing.