Technical Support Specialist

Cameron Clarke Associates t/a talent-finder; Leeds; On-site; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Company pension scheme

Company performance-related bonus

Increased holiday allowance after two 

Private healthcare after three years

Birthday holiday

Holiday purchase scheme

Job summary

Cameron Clarke Associates t/a talent-finder in Leeds is seeking a Technical Support Specialist to provide expert technical assistance to installers and end users. You will guide remote and onsite setup, troubleshoot faults, and advise on wiring and installation requirements.

The role focuses on delivering first-time fixes and building long-standing customer relationships. The position is onsite in Leeds, full-time, with a salary of £30,000–£34,000 per year plus a bonus scheme.

Qualifications

• 3+ years in a busy customer service environment.
• Technical knowledge with electronic and security products.
• Experience diagnosing and resolving technical issues with step-by-step guidance.
• Knowledge of installation requirements and procedures.
• Engineering qualification or time-served experience.
• Experience installing or fault-finding on IP-based access control or CCTV systems.
• Technical customer-facing role experience (support/field service/commissioning).
• Excellent written communication.
• Strong verbal communication and problem-solving.
• Strong numeracy, analytical and customer service skills.
• Confident, outgoing and patient; able to explain technical information.
• Ability to learn new products quickly.

Responsibilities

• Provide clear, accurate and practical technical guidance to customers and installers.
• Resolve product-related technical queries efficiently.
• Support installation, setup, configuration and commissioning processes.
• Maintain high levels of customer satisfaction.
• Build product knowledge and stay up to date with developments.

Skills

Technical support

Customer service

Troubleshooting

IP-based CCTV

Communication skills

Education

Engineering qualification

Tools

Ticketing system

Job description

Technical Support Specialist | Leeds (Onsite) | Full Time | £30,000 - £34,000 per annum plus bonus scheme

Our client is a growing UK SME operating in the specialist hardware and automation supply sector, supporting trade customers across the UK.

They provide a wide range of technical, mechanical and access-related products to professional installers and commercial customers. With strong year-on-year growth and a reputation for reliability, they are recruiting a Technical Support Specialist to provide expert technical assistance and help customers resolve product-related issues.

The Role

• Acting as the main point of contact for technical queries from product installers, end users and colleagues via phone, email and face to face
• Guiding installers through the remote setup and configuration of products
• Fault-finding and troubleshooting technical issues over the phone and face to face
• Providing pre- and post-installation technical advice
• Supporting customers with wiring diagrams and installation requirements
• Developing expert product knowledge across a wide range of products and advising customers and colleagues
• Delivering excellent customer service and aiming to achieve a first-time fix wherever possible
• Managing customer expectations and building strong, long-standing relationships with regular customers
• Using ticketing system to record and document calls
• Managing faulty returns and liaising with manufacturers and customers
• Testing equipment suspected of being faulty
• Assisting with onsite installations, including wiring and commissioning support

Key Responsibilities

• Providing clear, accurate and practical technical guidance to customers and installers
• Resolving product-related technical queries efficiently
• Supporting installation, setup, configuration and commissioning processes
• Maintaining high levels of customer satisfaction
• Building product knowledge and keeping up to date with technical developments

What We're Looking For

• 3+ years' experience working in a busy customer service environment
• Proven technical knowledge and practical experience with electronic and security products
• Experience diagnosing and resolving technical product issues and providing step-by-step guidance to customers and installers
• Knowledge of installation requirements and procedures
• A recognised engineering qualification and/or time-served experience, with the ability to understand electro-mechanical concepts and recommend technically sound, commercially competitive solutions
• Previous experience installing or fault-finding on small to medium-sized IP-based access control or CCTV systems
• Experience in a technical customer-facing role, such as technical support, pre/post-sales, commissioning, field service, applications engineering or estimating/proposals
• Excellent written communication skills, including the ability to compose professional customer responses
• Strong verbal communication, troubleshooting and problem-solving skills
• Strong numeracy, analytical and customer service skills
• A confident, outgoing and patient approach, with the ability to explain technical information to less technical customers
• Ability to learn new products quickly

What's In It For You

• Competitive industry salary
• Company performance-related bonus
• Company pension scheme
• Increased holiday allowance after two years
• Private healthcare after three years
• Holiday purchase scheme
• Birthday holiday
• Excellent break-time area