Technical Support Specialist

Recruiter
Anonymous
Location
Stafford
Salary
Competitive
Posted
11 Aug 2017
Closes
08 Sep 2017
Sector
Engineering
Contract Type
Permanent
Provide reliable technical assistance to internal and external customers. You will provide customer support on metering and communication technology issues relating to the software and hardware. You will provide professional coverage of the Technical Support Helpdesk. You will investigate potential issues with customer data relayed by our product range. You will support focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will provide first and second line support, which will involve both first line help desk troubleshooting, followed by second line on-site support if remote diagnostics and root cause analysis does not sufficiently resolve the issue. You will build internal relationships to expedite complicated cases. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. You will address systemic coordination issues.

Providing customer support on metering and communications technology issues for individual products and end-to-end solutions.
Customer training on products and supporting software, both in customer locations and on site in Stafford.
First line of technical support for solution problem investigations.
Working with third parties to ensure technically sound solution
Liaising on a technical level with external communication solutions and service providers.
Testing of interfaces and processes with third party Head End Systems (HES) providers
Testing of interfaces and processes with third party In Home Display (IHD) manufacturers.
Supporting sales and commercial teams in completing proposals and tenders, as required.

YOU MUST HAVE
Proven experience in providing technical support for embedded systems and/or communications products.

WE VALUE
Extensive customer facing experience
HND/HNC within Electronics, Computing or Systems
Excellent interpersonal and verbal & written communication skills