Technical Customer Support

TECHNICAL CUSTOMER SUPPORT SPECIALIST Salary: £30,000 Location: Northwich – hybrid Contract: Permanent Hours: Mon-Fri (08:00-17:00) or (08:30-17:30)

This role is perfect for someone who thrives on helping others and enjoys the challenge of providing expert technical advice across a diverse product range. You will be at the heart of customer interactions, supporting both clients and internal teams with your knowledge of the products.

Job Spec:

• Provide comprehensive technical support through telephone and ticketing systems, ensuring all queries are addressed promptly and accurately.
• Deliver hotline and ticket-based assistance directly to customers, offering first-level qualification of complaints and processing goodwill requests up to specified limits.
• Advise customers on technical and commercial matters via phone calls and live chat platforms, ensuring clear communication and effective solutions.
• Support customers in selecting products, cross-referencing alternatives, especially during product releases or phase-outs, and identifying cross-selling opportunities.
• Assist with service inquiries related to repairs, modifications, or replacement parts by providing detailed information and quotations for standard services.
• Perform application tests as required, documenting results thoroughly to ensure transparency and knowledge sharing within the team.
• Train new sales employees and trainees on technical aspects of products, fostering a culture of learning and collaboration across departments.
• Document all customer contact data and activities accurately
• Initiate corrective actions when documentation errors are identified, contributing to continuous improvement in processes.
• Feed the internal knowledge base with expert insights gained from daily interactions, supporting ongoing development for yourself and your colleagues.

Person Spec:

• A postgraduate with a qualification in Electrical Engineering is essential
• Experience or knowledge of Electrical Engineering experience
• Proficiency in using SAP or similar CRM systems

Apply today by clicking on the link – take the first step towards joining a supportive team where your expertise truly matters.

Keywords: customer support, technical expertise, electrical engineering, collaborative environment, problem-solving, training opportunities, flexible working opportunities, knowledge sharing

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates