Description
Customer Tech Support Specialist - Up to £55,000 plus bonus and benefits - London/Hybrid
My client, a market leading Robotics company with global operations, is looking to recruit a number of Customer Tech Support Specialist. The Customer Tech Support Specialist will support the business to introduce new product to the market partner and support help desk to ensure high customer satisfaction and retention. The Customer Tech Support Specialist will join a team focused on shaping the future of the robotics industry by introducing cobotic technology via our direct and indirect channel in EMEA.
Key responsibilities:
- Respond to inbound inquiries and troubleshooting technical issues raised via email, telephone and live chat with rapid turnaround and sufficient technical depth. Refer hardware repairs to our outsourced service partner.
- Take ownership of difficult customer problems and see them through to resolution. Work closely with our field technical engineers.
- Identify themes or recurrences in customer issues and escalate them, while making proactive suggestions for improvement.
- Analyse pan-European support data along multiple dimensions and present persuasive and actionable findings to company management on a monthly basis.
- Test products and services delivered to our partners as part of the ongoing support process. Being hands-on is a must.
- Maintain an excellent CSAT (Customer SATisfaction) score while aiming to resolve issues in a timely manner.
- Maintain a "best practices" campaign with distribution partners and take the initiative to create new systems & processes where needed.
- Create engaging content to give customers the autonomy to resolve issues, reduce reactive activity within the team and improve user engagement.
Key skills:
- Previous customer service or technical support experience, ideally with high-tech products.
- Excellent telephone manner and written-English communication.
- Confidence and a positive attitude in dealing with customers, even in the face of difficult and emotionally-charged situations.
- Ability to understand technical issues and perform issue-level triage.
- Knowledge of Help Desk software such as Zendesk, Hubspot Service Desk, Freshdesk.
- Ability to create impactful presentations and confidently present meaningful insights to management from Help Desk analytics and reporting tools.
- The ability to manage multiple initiatives in a fast-paced environment.
- Strong organizational skills and impeccable attention to detail.
- Ability to gain and maintain the confidence of sales team and key customer contacts.
Broadstone Resourcing Ltd acts as an Employment Agency and an Employment Business and all appointments will be made on merit alone.
