Customer Support Specialist in Manchester

EMR Integrated Solutions is a leading provider of communications, SCADA and instrumentation solutions. Working with industrial sectors as diverse as water, power, utilities, corporate business, broadcasting and public safety organisations, we have a track record stretching back to the early 1980s and a management team with a wealth of industry experience.

The Customer Support Specialist will be responsible for supporting customers, managing support requests, diagnosing faults, coordinating resolutions and ensuring excellent customer service throughout the support process.

The Customer Support Specialist is a full-time role and will work with several different stakeholders including key customers across our network, field engineers, project management and liaise with other support functions across the UK and Ireland. We are looking for an individual with customer support experience, preferably across a technical domain (Engineering, Telecoms) who feels comfortable working within a demanding support framework, prides themselves on excellent customer service, works well under pressure, flexible and who can adapt to several project delivery and operational support challenges.

EMR has developed a reputation for delivering cutting edge solutions to a diverse range of industries including Energy, Water Utilities, and Transportation. We are looking for an individual who can support our customers with technical and support solutions, provide resolution and deliver a great customer experience. This position will suit somebody who is familiar with the day-to-day activities of a busy support office, confident working with technical engineering teams, and has the ability to deal with customers in a confident and professional manner. EMR is a successful and expanding organisation with blue-chip customers throughout Ireland and the United Kingdom.

The Customer Support Specialist responsibilities cover the following areas:

• Provide 1st and 2nd line customer and technical support
• Manage support tickets, fault resolution activities and customer communications
• Work closely with field engineers and project managers
• Use CRM and ITSM systems such as Jira and Salesforce
• Support remote troubleshooting and project delivery activities
• Manage RMAs, equipment dispatch and record keeping
• Help achieve customer SLAs and maintain service standards
• Build strong working relationships with customers and internal teams

What We're Looking For:

• Experience in customer support, ideally within a technical or engineering environment
• Comfortable working in a fast-paced support setting
• Confident dealing with customers and technical teams
• Good IT skills including Microsoft Office and CRM/ITSM systems
• Organised, adaptable and calm under pressure
• Willing to learn and develop within a growing business
• Be commercially aware, achieve great things first time
• Look for opportunities to streamline processes and reduce waste
• Support the PM by identifying opportunities for cost saving across project delivery and operations
• Technical Skills: Experience working in a challenging technical environment
• Familiar with MS Office applications including MS Word, Excel & Project
• Experience with enterprise management tools for the monitoring and configuration of remote assets
• Familiarity with wireless communications protocols would be an advantage as would knowledge of programming & IP networking
• Can assimilate technical information with ease and translate into solutions which are easy to understand
• Be able to adapt to new technologies across many domains and customers

Benefits:

• Company pension
• Free on-site parking
• Professional development
• Casual dress
• Sick pay
• 23 days holiday

Schedule:

• Monday to Friday

This position is subject to successful completion of security checks, including employment history verification, reference checks, and criminal record screening, in accordance with company policy. For roles requiring National Security Vetting (Security Check), applicants must have been continuously resident in the UK for the past five years.

Take the next step in your career with EMR Integrated Solutions. Apply now and help us deliver excellence to the UK’s largest utility sectors.