At a Glance
- Tasks: Provide top-notch technical support and engage with clients to enhance their experience.
- Company: Join a friendly tech team at Innon, where collaboration is key.
- Benefits: Enjoy a competitive salary, flexible remote work, and professional development opportunities.
- Other info: Dynamic work environment with opportunities for growth and learning.
- Why this job: Make a real impact by solving problems and building relationships with clients.
- Qualifications: Experience in technical support and strong problem-solving skills are essential.
The predicted salary is between 42500 - 51000 £ per year.
The Technical Support Specialist is an essential role for our company. You will be part of the Technical team and work with the Technical Support Director and 4 other Technical Support Specialists. The main areas of responsibility are to provide technical support to all Innon clients and fellow BMS engineers.
Our technical support comes in two levels: “First Line” support manages incoming enquiries from clients (via email or voicemails), prioritising and responding in a timely manner, escalating them to “Second Line” support who can help with overflow and enquiries that require deeper investigation. The activities of “First Line” and “Second Line” support will be evenly split every week between the team, allowing each Technical Support Specialist to diversify their work activities and time for professional development.
When there is time between enquiries on “First Line”, the Technical Support Specialist will also test equipment and solutions, growing their technical knowledge and providing a better customer experience. The Technical Support Specialist will contribute to improving the customer experience by creating knowledge base articles using their experiences from the tests carried out, and will engage in technical sales conversations with key clients to present new products and solutions.
Innon’s main goals for the success of the Technical team are:
- Being friendly, helpful and responsive to Innon Partners and prospective partners.
- Having great problem-solving abilities as well as being friendly and empathic with the clients.
- Support requests being managed in a professional and structured way.
- Creating a helpful, supportive and professional internal team atmosphere.
- Encouraging and enabling team members to keep up with industry system and product developments.
Responsibilities and Duties
- Provide 1st Line Support, fielding customer support requests generated from emails, web forms and voice mails.
- Manage 1st Line Support, understand priorities, workload, and escalate to 2nd Line Support when required.
- Check customers' credentials, verifying them against a database and identifying the level of support they have access to.
- Assist with 2nd Line support tickets when not on 1st Line duty.
- Test new products and solutions, growing professional knowledge and providing ideas and feedback for new products and product updates.
- Write knowledge base articles, contributing to preventive support.
- Help sales with technical sales conversations, introducing clients to new solutions and building customer relationships through the technical support provided.
Requirements
- BEMS industry experience in a technical role – at least five years.
- Good essential knowledge of Niagara, BACnet, Modbus, Mbus, MQTT, TCP/IP.
- Excellent analytical and problem-solving skills.
- IT literate.
- Excellent English speaker and writer.
- High regard for accuracy, quality and attention to detail in all areas of work.
- Strong drive to grow and explore technical areas outside of own comfort zone.
- Organisational skills, applied to own work and the Technical Team.
- Friendly and personable and can hold firm under pressure.
- Ability to commute to our office in Chippenham regularly (2/3 times a week).
Preferred Requirements
- Experience in a similar technical, customer-facing support role, on or off-site.
Essential Qualifications
- Further education qualification in tech. discipline, e.g. BTEC Level 3, City and Guilds Level 3.
- GCSE English, Maths, technical subject (e.g. Design and Technology, Computer Science) and one science (e.g. Physics) – grade 5 or above (or equivalent).
- Tridium Niagara framework course from any manufacturer completed successfully.
Preferred Qualifications
- Tridium TCP N4 Trained or equivalent Niagara framework brand trained, e.g. Trend TONN8/IQVision.
- Further education qualification in a technical discipline, e.g. HNC/D.
Schedule
8 hours a day, including one-hour break. The technical support team is based in Wiltshire; however, we have other colleagues that work from home. We meet in the office monthly to discuss new ideas and catch up.
Work remote: Yes
Job Types: Full-time, Permanent
Salary: £50,000.00-£60,000.00 per year
Benefits:
- Company events
- Company pension
- On-site parking
- Sick pay
- Work from office and home
Technical Support Specialist in Chippenham employer: Innon Energy Ltd
Innon is an exceptional employer that fosters a collaborative and supportive work culture, particularly for the Technical Support Specialist role based in Chippenham. With a strong emphasis on professional development, employees are encouraged to diversify their skills through hands-on testing and knowledge sharing, while also enjoying the flexibility of remote work options. The company prioritises employee well-being with benefits such as a competitive salary, pension scheme, and regular team events, making it a rewarding place for those seeking meaningful and impactful careers in technical support.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist in Chippenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Innon Energy Ltd. 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 Innon Energy Ltd 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 Technical Support Specialist in Chippenham
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 Innon Energy Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Innon Energy Ltd 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 Innon Energy Ltd!
How to prepare for a job interview at Innon Energy Ltd
✨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.
