Technical Support Coordinator

The opportunity – 

• Coordinate all incoming support tickets (proficient using Zendesk an advantage but not essential) received via email, telephone and web forms.
• Work closely with other technical departments including Service, Sales Engineering and product management.
• Perform root cause analysis for technical issues.
• Record and manage Sales Engineering customer contact.
• Communicate with customers in a professional manner.
• Escalates issues and ensures these come to a resolution within agreed SLAs.
• Create central resource centre.
• Collect and correlate technical data from all inward customer support requests.

As a Technical Support co-ordinator (Tech Support) you will be tasked with organising all lines of pre and post-sales support contact. This will be for distribution and channel dealers in all aspects of our. clients products. Collect and correlate technical data from all inward customer support requests via the ticketing.

Licences

Processing terminal licences from customer sales orders to HQ purchase orders, receipting and organising licences. To create the purchase order radio terminal information to be gathered and recorded, this is then added to the POs. Direct communication with customers with all relevant information, keeping the customer updated through entire process.

Demonstration equipment

Control and distribution of demonstration equipment, demo requests to be processed and recorded for both internal staff and external customers. Intangible Stock item transfers from home warehouse to demo fixed assets.

The correct candidate for this role will be required to manage their time for the stated activities on a daily basis. As well as the main duties there will be a requirement to help the service and support engineers with larger orders upgrading firmware and processing orders from time to time.

The role requires proficiency with Microsoft Office (Including Microsoft Word, Excel, PowerPoint and Microsoft Outlook) and general IT processes.

Cover for spare parts warehouse would be necessary for occasional holidays.

Personal qualities

We are looking for a confident proactive applicant to be an integral team member and a willingness to learn new skills. The candidate should have a strong work ethic and excellent communication abilities in a customer facing environment. An interest in electronic engineering would be desirable for this role.