Technical Support Specialist

ACS Recruitment Solutions Ltd
£20000 - £26000 per annum
08 Jul 2017
07 Aug 2017
Contract Type
Full Time
Due to recent growth, my Kettering based client is recruiting a Technical Support Specialist to install and train customers on the company's products, ensure the customer's requirements are fully met and problem solve on more difficult technical issues. The role would also involve researching and evaluating new products.

Key responsibilities/duties:

* Carry out on-site installation and training on thermal and colour printers.
* Look for sales opportunities when visiting customers sites and report to the sales team.
* Deal with in-coming support calls and emails from customers in a courteous and efficient manner. Ensure that problems are logged on the CRM and where possible take the incoming call, rather than phoning them back.
* Carry out repairs to printers either on site or returned to the office.
* Manage the holding of spare parts and report stock levels to accounts at the end of the month.
* Produce help videos for common problems to reduce the demands on customer support.
* Ensure user and maintenance manuals and parts lists etc. are easily accessible on the server for all the products that we support.
* Help write technical blogs to assist with the promotion of the company's website.
* Manage the company's PCs, assisting staff and sourcing external assistance where required.
* Help man exhibitions. Use the opportunity to establish working relationships with important customers, so they know who to contact with a problem.
* Gain sufficient knowledge on the company's range of products (hardware and software) to repair printers and to resolve customer technical problems.
* Research and evaluating new products to complement and grow the company's business.

The successful candidate will possess the following attributes:-

* Educated to degree level in a technical subject or experience in a customer facing technical support role.
* Good knowledge of IT, including servers and wired and wireless networks.
* Excellent problem solving skills.
* Knowledge of graphics packages and RIP software would be an advantage.
* Excellent written and verbal communication skills.
* Ability to deal with people at all levels in a customer and build a strong relationship, based on knowledge, trust and customer empathy.
* Good commercial awareness with the ability to identify opportunities for additional business.
* A driving licence is essential.

If you feel you meet the criteria above, email your CV now for immediate consideration.