Technical Support Advisor

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

Job summary

A leading technical support provider is seeking an individual to join their UK Technical Support team to provide assistance on CCTV, Fire Alarm, Access Control, and Smart Security products. Responsibilities include addressing customer inquiries, resolving technical issues, and assisting with product testing. Ideal candidates will possess strong analytical skills, MS Office proficiency, and a customer-focused mindset. This role offers the option to purchase up to 5 extra days of annual leave.

Benefits

Option to purchase up to 5 extra days annual leave

Qualifications

• A positive attitude towards the Company & its products.
• Outstanding written and spoken communication skills.
• An organised and structured working style.

Responsibilities

• Respond to customer enquiries via telephone and e-mail.
• Resolve customer technical issues through research and troubleshooting.
• Document all technical enquiries and develop knowledge base articles.

Skills

Analytical skills

Problem-solving skills

Communication skills

PC literacy (MS Office)

Customer service orientation

Teamwork

Proactive approach

Basic electrical understanding

Job description

To provide general support as part of the UK Technical Support team and provide product related support on our CCTV, Fire Alarm, Access Control and Smart Security products to our Internal and External Sales teams and that of our customers. Provide support in testing and evaluating products from (new, existing and returned products) for ESP UK, to ensure that all ESP products operate within their product specification.

Main Duties

• Respond to customer enquiries, primarily via telephone and e-mail
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting
• Communicate with peers and other colleagues via e-mail, chat, telephone, and in person
• Possess competent computer skills including email and Microsoft Office
• Document all technical enquiries, and develop and review content for knowledge base articles
• Assist with testing of internal products
• Assist with the Returns procedure
• Work with the Area Sales Managers to address specific issues with customers
• To ensure that all duties are carried out in line with the Company Health and Safety policy as well as any other Company requirements
• Undertake any other tasks deemed to be necessary to the efficiency and productivity of the Technical Team
• ESP Product Technical Knowledge

Skills and Experience

• A positive attitude towards the Company & its products
• Excellent analytical and problem-solving skills
• Outstanding written and spoken communication skills
• An organised and structured working style
• Positive, customer-focused, service-oriented personality
• Excellent PC literacy (MS Office packages)
• Excellent at managing clients and client expectations
• Proactive in approach and ability to work on own initiative
• Ability to work as part of a team
• Basic Electrical Understanding

• Option to purchase up to 5 extra days annual leave