Technical Customer Support Advisor

TECHNICAL CUSTOMER SUPPORT ADVISOR – ENGINEERED PRODUCTS
EDINBURGH – £22-27,000 PLUS BENEFITS
 
Headquartered in Edinburgh but with clients spread across the UK, ESS Recruit’s client is a fast growing and highly ambitious revenue generating SME business.  They have developed leading electronic PPE equipment for workers in industries like construction, heavy manufacturing, rail, transport and local authorities.  Ongoing expansion and plans to improve the customer support experience, function and processes, mean they now need to make the key hire of a Technical Customer Support Advisor, based at their office location close to the city bypass with parking available.
 
Reporting into the Customer Support Ambassador and working in a small team of three, the Technical Customer Support Advisor role will assume responsibility for providing initial front-line support to customers by fielding customer phone calls, emails, and support requests through an existing ticket system.  The aim of the role is to filter all support requests and effectively triage in order to deal with each request in a timely and efficient manner.  Moving forward you will help the company to continuously develop the ticketing and customer support service (Salesforce / Service Cloud).  Other key responsibilities will include: 

• Act as a company Ambassador and first point of contact for customers via phone calls and emails.
• Triage and prioritise all support requests. Resolving queries where possible and pulling from additional technical support where required.
• Support calls can be of both a software (Analytics) and Hardware nature.
• Guide the customer, and promote the use of various self-help resources available through the online ‘Customer Zone’.
• Ongoing maintenance and development of the support ticket system structure and rules. Ensuring accurate and structured information is input.
• Through analysis of support requests, generate real time Puerto of opportunities for improvement for both product and services.
• Work in collaboration with various internal teams and contribute to the continuous improvement of current products and services.
• Assist in the root cause of failure, and reporting for product returns. 

We are looking for an experienced customer services professional.  This role will ideally suit candidates from a busy technical products call centre, or general customer services help desk background, and could cross over a number of industries.  We would be particularly keen to hear from any candidates who have provided 1st line technical support to customers buying engineered products or similar.  Ideally candidates are highly proficient using and developing help desk and ticketing platforms, and you may have also integrated customer support into platforms like Sales Force / Fresh Desk / Service Console.  An outwardly facing nature and good presentation are taken as a given.
 
This is a superb opportunity to join a really forward thinking and ambitious Edinburgh based products and services business.  You can expect a highly competitive base salary and benefits package, good career development opportunities and a fun and varied working environment.  You will be able to work from home 1 day a week and office hours are 8.30am to 5pm.
 
To learn more about this role and to apply for the position please contact our recruitment partner Katie Hydes at ESS Recruit.