At a Glance
- Tasks: Support customers with technical issues and manage support requests in a fast-paced environment.
- Company: Join EMR Integrated Solutions, a leader in communications and instrumentation solutions.
- Benefits: Enjoy a company pension, professional development, casual dress, and 23 days holiday.
- Other info: Dynamic role with opportunities for growth and learning in a supportive team.
- Why this job: Make a real difference by delivering excellent customer service to diverse industries.
- Qualifications: Experience in customer support, ideally in a technical or engineering setting.
The predicted salary is between 30000 - 40000 £ per year.
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.
Customer Support Specialist in Manchester employer: EMR Integrated Solutions
EMR Integrated Solutions is an exceptional employer located in Chadderton, Oldham, offering a dynamic work environment where customer support specialists can thrive. With a strong focus on professional development, a supportive team culture, and benefits such as a company pension and casual dress code, employees are encouraged to grow their skills while contributing to cutting-edge solutions in the utilities sector. Join us to be part of a successful and expanding organisation that values excellence and innovation in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EMR Integrated Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EMR Integrated Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EMR Integrated Solutions:Your cover letter is your chance to shine! Tell us why you want to work at EMR Integrated Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EMR Integrated Solutions!
How to prepare for a job interview at EMR Integrated Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
