Technical Support Specialist

Shorterm Limited
08 Mar 2018
16 Mar 2018
Contract Type
Full Time
Position: Technical Support Specialist

Reporting to: Applications Engineering Manager (AEM)

Salary: £26,000

Location: Kent


We has been saving lives for over 40 years as a market leading provider of vehicle safety systems. We are an innovative company being the first to market with several products and continue to expand the technologies & services offered. We take pride in the outstanding customer support provided around the globe on our full portfolio of products which range from simple reversing alarms through to complex mobile digital recorders with remote connectivity over mobile data networks or Wi-Fi.
Due to our continuous growth, we have continually exceeding our commercial targets which has created the need for a new role within the Engineering team.

Purpose of Role:

We are offering an opportunity for an individual who has excellent customer service skills and technical knowledge to join as the Technical Support Specialist. This will be an office based role within the Engineering department, you will be the first point of contact for customers to provide technical support, product knowledge and manage customer queries supported by the technical data and our Engineers.
You will be working with all our products and software across any of our customer's applications. This role will encompass all elements of technical support from the pre-sales assistance through to aftersales trouble shooting, over the phone, via email and through web based tools.

Key Responsibilities:

* Managing all incoming calls and emails for technical support and advice
* Providing exceptional customer service
* 1st line technical support
* Pre-sales technical support
* Troubleshooting customer technical issues
* Maintain and develop the FAQ database
* Develop the departments technical support capabilities and systems
* Support the AEM on training programs for internal and external customers
* Build strong relationships with customers and colleagues
* Administration of our cloud based mobile digital recorder data services

Working Relationships:

* Team working, co-ordination and co-operation with all colleagues
* Required to present a positive and professional image at all times
* Direct communication with customers and colleagues
* Participation in team meetings, training courses and workshops required
* Close links with colleagues will need to be developed and maintained in order
that corporate objectives are met
* Ensure that excellent customer relationships are established and maintained
* Build strong relationships with customers

Person Specification:


Education and Training:

1.Qualifications or training in a technical services field preferably
within the automotive industry.
2.Minimum of 5 GCSE's at Grade C or above including Maths and
3.High level of numeracy and literacy.
4.Above average computer literacy.

Experience and Skills:

1.Minimum 3 years' experience in a customer support role with a
technical focus.
2.Must demonstrate good level of DC circuit knowledge.
3.Computer application skills.
4.MS Office.
5.Able to demonstrate strong co-ordination skills.
6.Methodical approach to fault finding and problem solving.
7.Use of Basic IT systems.

Personality and Motivation:

Self-motivated with a can-do attitude.
Able to use own initiative.
Flexibility to multi-task.
Resourceful to provide technical support in all circumstances.
Practical aptitude.
Eager to learn.
Natural respect for company and colleagues and customers.

Interpersonal Skills:

1. High level of communication skills with the ability to communicate effectively with customers, management and colleagues. Very clear spoken and written English is critical.
2. Helpful and approachable.
3. Strong focus on delivering excellent customer service.

Other Requirements:

1.Innate time manager.
2.Flexibility to work beyond normal business hours when required.


NVQ level 3 with a technical emphasis on electrical/electronic/automotive.
Professional IT qualifications.
Experience in automotive
electrics and/or electronics.
Experience in mobile data management.
Experience in IT infrastructure and networking.

If interested or know of anyone who might be please call Daniel Baker on ************* or alternatively email your latest CV to ******************************
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