Technical support advisor -full time-permanent-up to £28k- based in tamworth - united kingdom, tamworth, staffordshire

excellent opportunity for a technical support advisor to join a well-established company based in tamworth

reports to : operations manager

package : £25k-£28k + laptop/phone + private healthcare

hours : 37.5 hours per week + limited overtime – office based with occasional wfh days

base : tamworth

the company is looking for an office based technical customer support advisor to join a young and growing business in providing the leading environmental monitoring hardware and software solutions.

the role will require management of cases through our support ticketing system, salesforce. incoming support tickets will come into an inbox where they will be reviewed, prioritized, accepted and/or distributed within tracked key performance indicators. the role will be to support multiple software platforms provided by the company to their clients, to effectively monitor and manage storage conditions for food and pharmaceuticals. the role will also involve new software installations, upgrades, migrations and ongoing configuration support.

the ideal candidate will demonstrate a keen attitude to provide excellent customer service, with well written and spoken communication skills. the role can be described as the technical face of the company, and must portray a knowledgeable and supportive workforce. the candidate will also have an excellent ability to solve problems, identifying cause and possible solutions quickly and efficiently. they will have a graduate degree in technology, and/or experience working in a help desk environment. experience in salesforce and a good understanding of databases is highly desirable.

skills required:

the ability to understand common it hardware systems and networks. good understanding of cloud software and common operating systems. an understanding of sql databases. the ability to be able to work independently and unsupervised. to be able to keep detailed records. good analytical skills to identify issues and generate solutions quickly.

primary duties and responsibilities are to coordinate all remote technical services, including but not limited to:

providing customer remote technical support for jtf supplied systems. to provide customer training on software remotely as required. managing our case management system including technical support cases, site visits, and working with the operations team to manage non-conforming material through the system. liaising with customer it departments and successfully supporting or installing software remotely. to notify management of any perceived difficulties within the process. to ensure any deficiencies in product performance or documentation is brought to the attention of the relevant personnel and relayed to the supplier. as a representative of the company to provide a professional approach in all aspects of work. attend technical meetings and reviews. to provide input into jtf wireless process and product improvements.

secondary duties and responsibilities:

to attend relevant courses if requested to do so. to attend customer site’s occasionally during busy periods. to behave at all times in such a way as to foster a positive image of the company and colleagues. identifying possible new sales opportunities at existing or new customers and report these to the sales team to follow up on. performing product test work as required when working at the company office. liaise with technical support regarding customer issues proactively when working customer or company premises. to participate actively in the company appraisal system. to attend and participate in all relevant meetings. record all customer configuration details in our crm system. to undertake additional responsibilities as deemed appropriate by the directors.

expenses:

reasonable expenses to allow efficient installation and service work to proceed at customer premises.

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