Technical Support Engineer - Coventry
Are you an enthusiastic and motivated individual with a flair for technology and a passion for providing exceptional service? An esteemed engineering company in Coventry is seeking a dedicated Technical Support Engineer to join their Customer Support Department. This role offers the chance to make a significant impact by providing advanced technical support to high street customers, ensuring their technical issues are resolved efficiently and effectively.
Benefits:
- Professional Growth: Engage in continuous learning and development opportunities to enhance your technical skills and career progression.
- Dynamic Work Environment: Join a collaborative and innovative team that values your input and expertise.
- Flexibility: Enjoy the balance of an office-based position with occasional out-of-hours work from home, providing a blend of structure and flexibility.
- Impactful Role: Play a crucial role in ensuring customer satisfaction by resolving complex technical issues and contributing to the improvement of products and services.
Key Responsibilities:
- Deliver technical support to end-users via phone, email, and remote assistance, ensuring a high level of customer service.
- Handle escalated calls from tier 1/first line support members, providing advanced troubleshooting and resolution.
- Escalate unresolved issues to management or the technical team as necessary.
- Assist in managing support, upgrade, and installation projects, ensuring smooth execution and customer satisfaction.
- Create and update support documentation and processes to enhance the efficiency of the support team.
- Manage the support element of the company website, ensuring content is current and relevant for customers and distributors.
- Set up accounts for new users, ensuring seamless onboarding.
- Support the training and development of support team members, fostering a culture of continuous improvement.
- Contribute to the maintenance and evolution of the ticketing system, ensuring its health and effectiveness.
Skills and Experience Required:
- Proven experience in a technical support role, preferably within an engineering or technology-focused company.
- Strong problem-solving skills with the ability to investigate and resolve complex technical issues.
- Excellent communication skills, both written and verbal, with a customer-centric approach.
- Proficiency in using remote assistance tools and ticketing systems.
- Ability to work independently and as part of a team, with a proactive and positive attitude.
- Familiarity with managing support documentation and processes.
- Experience in training and supporting team members is advantageous.
This role is ideal for a Technical Support Engineer who is passionate about technology and committed to delivering exceptional customer service. If you are ready to take on a challenging and rewarding position, this could be the perfect fit for you.
WA Consultants is an Employment Business and an Employment Agency as described within The Conduct of Employment Agencies and Employment Businesses Regulations 2003.