Customer Support Engineer

  • Job Reference: MF18
  • Date Posted: 30 April 2019
  • Recruiter: Advancing People Ltd
  • Location: Bedford, Bedfordshire
  • Salary: £20,000
  • Bonus/Benefits: 10% bonus
  • Sector: I.T. & Communications
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Advancing People Recruitment Specialists are now recruiting for a Customer Support Engineer to be based in Bedford for a worldwide, market leading Technology Company.

Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the Level 2 support engineers.
  • Create break/fix cases, record actions, problems, and their resolution in the service system.
  • Follow-up and update customer status and information.
  • Manage field engineers' diaries.
  • Ensure engineer spare parts requests are issued in a timely fashion.

Person Specification:

  • Educated to A-level or BTEC level, ideally in an Engineering, Science or Technical discipline.
  • Customer service orientation; making efforts to listen to and understand the customer (both internal and external) and giving high priority to customer satisfaction.
  • Excellent telephone skills.
  • Salesforce/Service Cloud experience would be a distinct advantage.
  • Adaptable and flexible and be motivated to learn new tasks and processes quickly.
  • Able to think creatively to innovate and resolve problems.
  • Excellent verbal and written communication skills and must demonstrate effective working relationships with other service / support groups.
  • Desire to increase engineering knowledge.

Benefits:

In return our client is offering up to £20,000 Basic with a 10% OTE Performance Bonus, 25 days holiday plus Bank Holidays, Private Medical Cover, Pension and Life Assurance.

This is a full-time permanent position, working a 35 hour week, with very attractive company benefits!

Apply now to be considered for this position with a global market leader in a technological sector.

Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.