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Product Technical Support Specialist
Job Posted: 22 hours ago
Salary: £ 30,000 - 35,000 / Annum
Job Type: Permanent
Location: GU21, Sheerwater, Surrey
Expire in: a month
Job Description
ROLE: Product Technical Support Specialist
LOCATION: Woking
SALARY: £30-35K, Bonus Structure, 24 Days Holiday, Pension.
Alcedo Selection is proud to be partnered with a global market leader in the manufacture and distribution of graphic materials. They are well known for exceptional products, which outperform competitor offerings in real-world applications as well as supporting valued customers with unequalled customer service. The company’s global reach has shown significant growth over the last 10 years: they are now specified daily by sign and digital professionals around the world. Class-leading manufacturing, selection and conversion processes guarantee the highest standards of quality, technical compatibility, and consistency in the industry.
As the company has grown, it continues to invest in customer service and technical support to offer its customers market leading service. The newly created role of Product Technical Support Specialist has been created to expand the technical support team. The role provides best-in-class product advice, and technical support to customers and dealers.
The candidate will likely have come from a wide format graphics print production or installation background, with expertise in digital print, colour management and application. Through telephone support, and the use of CRM, you will be providing excellent customer experience. You will be effectively resolving cases, troubleshooting, and giving advice to product inquiries.
Responsibilities
* Provide advice for customers and dealers to select the right product for the application.
* Deliver best in class first line of technical support to our customers and dealers.
* Case handling through telephone support, Zendesk, and collaboration with sales teams.
* Troubleshooting and investigation of application, print, installation and product cases.
* Log and manage cases on CRM system.
* Make effective use of the range of resources and team learning available.
* Supporting our production quality control, and our product sector specialists.
* Provide ad-hoc onsite support for training and application and print issues in the UK.
Further Support
* Supporting marketing in production of in-house assets, events, training.
* Supporting new product development, trials and testing.
* Updating technical documentation.
Objectives and goals
* Provide excellent product and application advice to customers and dealers.
* Provide a logical, fact-based response.
* Delivery of the highest customer satisfaction levels.
* Timely first response to customer inquiries, cases, product complaint handling
* Supporting the wider team and business goalsBefore You Apply
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