Technical Support Specialist – Phone & Email

Gi Group; Old Basing; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Free onsite parking

Job summary

Gi Group is recruiting a Telephone Support Person for an office-based role in Basingstoke. You will provide first-line telephone and email technical support across a full range of products, identifying spare parts, advising on product selection, and guiding fault finding.

The role suits someone with experience providing telephone support in a technical or mechanical environment. Salary ranges £30,000-£35,000, with 8:30am-5pm hours (Fri 8:30-16:00) and benefits including pension and 33 days

Qualifications

• Experience providing telephone-based technical support.
• Background in product support within electrical/mechanical environment.
• Strong fault-finding and ability to explain technical information clearly.
• Ability to manage multiple enquiries under time pressure.
• Strong organisation skills for managing emails and call-backs.

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

Fault-finding

Customer handling

Time management

Job description

Gi Group is recruiting a Telephone Support Person for an office-based role in Basingstoke. You will provide first-line telephone and email technical support across a full range of products, identifying spare parts, advising on product selection, and guiding fault finding.

The role suits someone with experience providing telephone support in a technical or mechanical environment. Salary ranges £30,000-£35,000, with 8:30am-5pm hours (Fri 8:30-16:00) and benefits including pension and 33 days