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GI Group Main Account; Basingstoke; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

33 days holiday incl. BH

Pension from Day 1

Medi Cash scheme from Day 1

Free onsite parking

Early Friday finish

Job summary

GI Group Main Account is seeking a Telephone Support Person to provide first-line telephone and email technical support across a full range of products. The role is office-based in Basingstoke and would suit someone with experience providing telephone support within a technical or mechanical environment.

Key duties include identifying spare parts, advising on product selection, handling fault finding, and delivering excellent customer service.

Qualifications

• Background in product support, ideally within an electrical/mechanical environment.
• Ability to explain technical information clearly.

Responsibilities

• Answer technical help-line and priority-line calls, providing clear technical advice and resolving queries effectively.
• Prioritise support to account holders over non-account holders and end users.
• Ensure all email enquiries and call-backs are handled efficiently.
• Assist in developing tools/processes to improve the effectiveness of the technical support function.
• Perform product conversions when required (modifying/assembling standard products to meet customer order requirements).
• Evaluate items returned by customers for repair or warranty replacement.
• Support electrical and mechanical returns by booking in items, assisting engineers with paperwork, and liaising with customers.
• Deliver high levels of customer service, escalating to the manager when needed.

Skills

Telephone support experience

Fault finding

Communication skills

Organisation skills

Customer handling

Job description

Hours: 8:30am-5:00pm (Mon-Thurs), 8:30am-4:00pm (Fri)

Job Type: Full-time, Permanent

About the role

We're looking for a

Telephone Support Person to provide first-line telephone and email technical support across a full range of products. Support requests will include identifying spare parts/part numbers, advising on product selection, providing technical guidance, and supporting fault finding. This is an office-based role in Basingstoke and would suit someone with experience providing telephone support within a technical or mechanical environment.

• Early finish on Fridays (4:00pm)
• 33 days holiday inclusive of bank holidays
• Pension contribution from Day 1
• Opportunity to join Medi Cash scheme from Day 1
• Free onsite parking

Key responsibilities

• Answer technical help-line and priority-line calls, providing clear technical advice and resolving queries effectively
• Prioritise support to account holders over non-account holders and end users
• Ensure all email enquiries and call-backs are handled efficiently
• Assist in developing tools/processes to improve the effectiveness of the technical support function
• Perform product conversions when required (modifying/assembling standard products to meet customer order requirements)
• Evaluate items returned by customers for repair or warranty replacement
• Support electrical and mechanical returns by booking in items, assisting engineers with paperwork, and liaising with customers
• Deliver high levels of customer service, escalating to the manager when needed

What we're looking for

telephone-based technical support

• Background in product support, ideally within an

electrical/mechanical environment

• Strong fault-finding approach and ability to explain technical information clearly
• Confident handling customers and managing multiple enquiries under time pressure
• Strong organisation skills for managing emails, call-backs and priorities

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.

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