Technical Support Specialist in Leeds

Technical Support Specialist | Leeds (Onsite) | Full Time | £30,000 - £34,000 per annum plus bonus scheme

Our client is a growing UK SME operating in the specialist hardware and automation supply sector, supporting trade customers across the UK.

They provide a wide range of technical, mechanical and access-related products to professional installers and commercial customers. With strong year-on-year growth and a reputation for reliability, they are recruiting a Technical Support Specialist to provide expert technical assistance and help customers resolve product-related issues.

The Role

• Acting as the main point of contact for technical queries from product installers, end users and colleagues via phone, email and face to face
• Guiding installers through the remote setup and configuration of products
• Fault-finding and troubleshooting technical issues over the phone and face to face
• Providing pre- and post-installation technical advice
• Supporting customers with wiring diagrams and installation requirements
• Developing expert product knowledge across a wide range of products and advising customers and colleagues
• Delivering excellent customer service and aiming to achieve a first-time fix wherever possible
• Managing customer expectations and building strong, long-standing relationships with regular customers
• Using ticketing system to record and document calls
• Managing faulty returns and liaising with manufacturers and customers
• Testing equipment suspected of being faulty
• Assisting with onsite installations, including wiring and commissioning support

Key Responsibilities

• Providing clear, accurate and practical technical guidance to customers and installers
• Resolving product-related technical queries efficiently
• Supporting installation, setup, configuration and commissioning processes
• Maintaining high levels of customer satisfaction
• Building product knowledge and keeping up to date with technical developments

What We're Looking For

• 3+ years' experience working in a busy customer service environment
• Proven technical knowledge and practical experience with electronic and security products
• Experience diagnosing and resolving technical product issues and providing step-by-step guidance to customers and installers
• Knowledge of installation requirements and procedures
• A recognised engineering qualification and/or time-served experience, with the ability to understand electro-mechanical concepts and recommend technically sound, commercially competitive solutions
• Previous experience installing or fault-finding on small to medium-sized IP-based access control or CCTV systems
• Experience in a technical customer-facing role, such as technical support, pre/post-sales, commissioning, field service, applications engineering or estimating/proposals
• Excellent written communication skills, including the ability to compose professional customer responses
• Strong verbal communication, troubleshooting and problem-solving skills
• Strong numeracy, analytical and customer service skills
• A confident, outgoing and patient approach, with the ability to explain technical information to less technical customers
• Ability to learn new products quickly

What's In It For You

• Competitive industry salary
• Company performance-related bonus
• Company pension scheme
• Increased holiday allowance after two years
• Private healthcare after three years
• Holiday purchase scheme
• Birthday holiday
• Excellent break-time area

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