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For Companies At a Glance
- Tasks: Provide technical support, resolve customer issues, and create product FAQs.
- Company: Join a diverse team dedicated to delivering top-notch tech solutions.
- Benefits: Enjoy flexible working options and a supportive work culture.
- Why this job: Be part of a dynamic environment where your skills make a real impact.
- Qualifications: 2-3 years in technical support; degree in Computing or related field preferred.
- Other info: We celebrate diversity and welcome applicants from all backgrounds.
The predicted salary is between 28800 - 43200 £ per year.
As a key member of the 2nd line support team, your main duties will be to provide technical support to our customers, helping them to resolve issues, but above all, taking ownership of a particular product set and writing FAQs, testing firmware, and being an escalation point for your specialist product group. Also taking ownership of incidents and ensuring they are solved in a timely manner.
Role Responsibilities
- To take ownership of the product group to ensure there is sufficient knowledge and documentation available for customers.
- To ensure customer issues are resolved in a timely manner.
- To provide 1st line technical support to advanced products such as IPPBX/Firewalls and key advanced Networking products; answering support queries on the telephone and responding to support email queries.
- To assist the 1st line support team by being their point of escalation and providing help and advice to resolve queries.
- To escalate more complex problems to the appropriate 3rd line support teams in line with escalation procedures, owning the incident and ensuring its timely resolution.
- To maintain a high degree of customer service for all support queries and adhere to all Standard Operating Procedures.
- To log all answered calls on the call logging system.
- To carry out any other duties in line with technical or business requirements.
- To respond to email queries from customers in a timely manner.
- To provide pre-sales technical support to customers and internal sales teams.
- To process product returns received in the Service Centre, dealing with queries and ensuring product repairs are carried out in line with established procedures, and items are returned back to customers in a timely manner.
- To carry out product testing as directed by the Technical Support Manager.
- To identify and write product FAQ documents to publish on the company’s website.
- To carry out any other duties in line with technical or business requirements.
Skills & Personal Attributes
- You should be customer service orientated, polite, thoughtful and courteous with an excellent telephone manner.
- Excellent oral and written communication skills as most of your work involves speaking to customers on the telephone or responding to emails by writing technical instructions.
- 2-3 years’ previous experience in a technical support role.
- Excellent understanding of the technical fundamentals of Ethernet and Routing principles.
- A very good working knowledge of PCs and operating systems; knowledge of Macs would be advantageous, as would Linux experience.
Technical Skills
- TCP/IP, IPv4, DNS, DHCP, SNMP, FTP, IPv6; any skills advantageous.
- VPN, IPSec, PPTP, L2TP, Routing, ADSL, VDSL, VPN, QoS, failover, load balancing.
- VoIP, IPPBX, SIP, RTP, 3G, ISDN, PSTN, codecs.
- Ethernet switching, Gigabit, multicast, VLAN, PoE, QoS.
- Wireless Networking, IEEE 802.11b/g/n, WPA, SSID, WDS, WPS, dual band.
- Web Content Filtering.
Educational
- Degree level in Computing, Maths, or similar.
- IT certifications desirable, e.g. MCSE, CCNA, CompTIA A+.
Key Traits
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.
Technical Support Specialist employer: CMS Distribution
Contact Detail:
CMS Distribution Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist
✨Tip Number 1
Familiarise yourself with the specific technical skills mentioned in the job description, such as TCP/IP, VoIP, and Ethernet fundamentals. Being able to discuss these topics confidently during an interview will demonstrate your expertise and readiness for the role.
✨Tip Number 2
Prepare to showcase your customer service skills by thinking of examples where you've successfully resolved technical issues for customers. Highlighting your ability to communicate effectively and maintain a high level of customer satisfaction will set you apart.
✨Tip Number 3
Research common technical support scenarios related to IPPBX and firewalls. Being knowledgeable about these products will allow you to engage in meaningful discussions during interviews and show that you're proactive in understanding the company's offerings.
✨Tip Number 4
Consider creating a mock FAQ document based on potential customer queries related to the products you'll be supporting. This exercise will not only prepare you for the role but also demonstrate your initiative and problem-solving skills when you share it during the interview process.
We think you need these skills to ace Technical Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support roles. Emphasise your understanding of networking principles and any specific technologies mentioned in the job description, such as VoIP or Ethernet.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and technical support. Mention specific examples of how you've resolved customer issues in the past and how you can contribute to the team.
Showcase Communication Skills: Since excellent communication is key for this role, ensure that your application reflects your ability to convey technical information clearly. Use concise language and avoid jargon where possible.
Highlight Problem-Solving Abilities: Provide examples in your application that demonstrate your problem-solving skills. Discuss situations where you took ownership of an issue and successfully resolved it, particularly in a technical context.
How to prepare for a job interview at CMS Distribution
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of Ethernet, Routing principles, and the specific technologies mentioned in the job description. Be prepared to discuss how you've applied this knowledge in previous roles.
✨Demonstrate Customer Service Skills
Since this role is heavily customer-focused, be ready to share examples of how you've provided excellent customer service in the past. Highlight your ability to remain polite and courteous, even under pressure.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare to discuss how you would handle specific technical issues or customer queries, showcasing your ability to take ownership and resolve incidents efficiently.
✨Familiarise Yourself with Documentation Practices
As part of the role involves writing FAQs and maintaining documentation, be prepared to talk about your experience with creating technical documents. You might even want to bring a sample of your work to demonstrate your writing skills.
