At a Glance
- Tasks: Provide top-notch customer support and resolve technical issues efficiently.
- Company: Join Hutchison Technologies, a leader in AV and Lighting Solutions.
- Benefits: Enjoy a permanent role with competitive pay and a supportive team.
- Other info: Fast-paced environment with opportunities for learning and growth.
- Why this job: Make a real difference in customer experiences while developing your tech skills.
- Qualifications: IT qualification and knowledge of IP telecoms and data networks required.
The predicted salary is between 30000 - 40000 € per year.
Location: Dundee (on-site)
Contract: Permanent / Full-time
Department: Service Helpdesk
Reports to: Service Desk Team Lead
About us
Hutchison Technologies develop facility technology solutions backed‑up with a wealth of relevant industry knowledge, detailed creative expertise and solid technical design capabilities and are currently positioned and marketed as the leading provider of AV and Lighting Solutions to the Health and Leisure Industry. Over the past 20 years we’ve built an impressive customer portfolio and reputation as the market leader within our sector.
The Opportunity
As Service Support Representative (Technical) your role will coordinate excellent customer service and the prompt resolution of customer support requests, incidents or tickets. You will support a remote and first‑fix culture, and when appropriate, escalations will be handled to the next level of technical support to ensure timely resolution. With a high level of attention to detail you will log calls, keep customers fully informed, maintain service desk data and customer portals, undertake remote system fault‑finding and analysis, and manage routine software updates and roll‑outs. You will be an active participant in training sessions, share knowledge with your team via the maintenance and updating of the knowledge base, and support your own and team learning by creating and implementing technical documentation and user guides as required. As part of a small team you will handle customer calls and emails on a rotational shift pattern. These shifts run over three patterns between the hours of 07:00 and 19:00 Monday – Friday (40 hours per week) and will include a one‑in‑four “on‑call” week where you will be requested to be available later into the evening and over the weekend.
What you’ll need
- You’ll hold an IT qualification and be knowledgeable on IP telecoms and data networks.
- If you have a personal interest in Audio Visual this would be advantageous.
- Our customers are hugely important to us so we’d love for you to share your positive experience within a customer service/helpdesk environment.
- This is a fast‑paced role and needs a positive, effective and clear communicator, someone with a sense of strong team participation and a real determination to deliver prompt customer support resolution.
- You will be comfortable within a fast‑paced environment.
- Analytical and methodical, you have a calm and approachable manner that encourages creative team problem‑solving.
- We recognise you may not have full experience across all the areas that we need, and we are happy to encourage keen, quick learners who have some if not all of the skills we need to apply.
Nice to have – tell us if you have experience within any of the below:
- Multiple technology systems
- Digital software systems
- Access control systems
- Fault‑finding commercial Audio, Visual
Service and Support Representative (Technical) employer: Hutchison Technologies
Hutchison Technologies is an exceptional employer, offering a dynamic work environment in Dundee where innovation meets collaboration. With a strong focus on employee growth, we provide comprehensive training and development opportunities, ensuring that our team members thrive in their roles while contributing to our reputation as the leading provider of AV and Lighting Solutions. Our supportive culture fosters teamwork and creativity, making it a rewarding place for those passionate about technology and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Service and Support Representative (Technical)
✨Tip Number 1
Get to know the company inside out! Research Hutchison Technologies and understand their AV and Lighting Solutions. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your communication skills! As a Service and Support Representative, you'll need to be clear and effective. Role-play common customer scenarios with friends or family to build confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at Hutchison Technologies.
We think you need these skills to ace Service and Support Representative (Technical)
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight any previous experience you have in customer service or helpdesk roles. We want to see how you've handled customer queries and resolved issues, so share specific examples that showcase your skills!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We love seeing candidates who understand our needs and can demonstrate how they fit into our team.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that are easy to read. Avoid jargon unless it’s relevant, and make sure your passion for the role shines through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Hutchison Technologies
✨Know Your Tech Stuff
Make sure you brush up on your IT qualifications and knowledge of IP telecoms and data networks. Be ready to discuss any relevant experience you have with audio-visual technology, as it could give you an edge in the interview.
✨Show Off Your Customer Service Skills
Since this role is all about excellent customer service, prepare examples from your past experiences where you resolved customer issues effectively. Highlight your communication skills and how you maintain a positive attitude even in challenging situations.
✨Be Ready for Problem-Solving Scenarios
Expect to be asked about how you would handle specific technical issues or customer complaints. Think through some common scenarios and practice articulating your thought process clearly and methodically.
✨Demonstrate Team Spirit
This position requires strong team participation, so be prepared to discuss how you’ve collaborated with others in previous roles. Share examples of how you’ve contributed to team learning or helped maintain a knowledge base, as this will show you’re a great fit for their culture.
