At a Glance
- Tasks: Provide top-notch technical support and solve customer issues with innovative technology.
- Company: Join a forward-thinking company that values collaboration and innovation.
- Benefits: Competitive salary, bonuses, training, career progression, and team events.
- Other info: Dynamic role with opportunities for international travel and professional growth.
- Why this job: Make a real impact on customer experiences while developing your technical skills.
- Qualifications: Technical support experience and strong problem-solving abilities required.
Are you a natural problem solver who enjoys helping people, working with innovative technology and finding practical solutions? We're looking for a Technical Support Executive to join our growing team. This is an exciting opportunity for someone with a technical background who enjoys variety, thrives on solving challenges and wants to make a real impact on the customer experience.
You'll be the first point of contact for customers needing technical support, working closely with our engineers, production, quality and R&D teams to keep our customers' equipment performing at its best. This is far more than a helpdesk role; you'll coordinate service activities, support Field Service Engineers across the UK and internationally, manage technical documentation and play an important part in improving how we deliver customer support. If you enjoy taking ownership, building relationships and working with cutting-edge scientific technology, we'd love to hear from you.
What You'll Be Doing:
- Deliver first-line remote technical support for scientific instrumentation, software and accessories.
- Diagnose faults and resolve customer issues quickly and professionally.
- Coordinate customer service cases from initial enquiry through to resolution.
- Produce service and spare parts quotations and ensure timely follow-up.
- Maintain accurate records within our CRM system.
- Work closely with Field Service Engineers to coordinate installations, repairs and maintenance visits.
- Manage spare parts ordering, tracking and logistics to keep our engineers productive.
- Develop and maintain technical documentation, procedures and Standard Operating Procedures (SOPs).
- Support the creation of training materials and deliver technical training when required.
- Work collaboratively with Quality and R&D teams to investigate technical issues and drive product improvements.
- Participate in technical reviews, customer escalations and continuous improvement projects and produce monthly service activity reports.
- Occasionally travel to customer sites in the UK and overseas to support installations, servicing and customer projects.
What You'll Bring:
- Experience in a technical support, customer support or field service role.
- Experience working with scientific, laboratory or analytical instrumentation.
- Excellent customer service and communication skills.
- Strong troubleshooting and problem-solving abilities.
- Good mechanical aptitude and confidence using hand tools.
- The ability to prioritise multiple tasks in a fast-moving environment.
- Experience using Microsoft Office and CRM systems.
- Familiarity with ISO quality systems and regulated environments.
- Knowledge of IQ, OQ, PM and PV processes.
- A full UK driving licence and a valid passport.
- The ability to travel internationally when required.
Requirements:
- GCSEs (or equivalent) including English and Mathematics.
- 1–3 years' experience in a technical support or field service environment.
- Engineering qualification or degree in a Physical Science or related discipline.
- PAT Testing certification.
- Experience supporting laboratory or scientific equipment.
Benefits:
- Competitive salary of up to £35k plus monthly and annual performance-related bonus schemes.
- Company pension.
- 23 days' annual leave plus Bank Holidays.
- Comprehensive training and ongoing professional development.
- Career progression opportunities.
- Supportive and collaborative team environment.
- Regular company events and team socials.
- Free on-site parking.
Why Join Us?
This is a fantastic opportunity to join an innovative business where you'll have the chance to build your technical expertise, work alongside experienced professionals and make a genuine difference to our customers around the world. You'll be trusted to take ownership, encouraged to contribute new ideas and supported to develop your career through ongoing training and real opportunities for progression. If you're looking for a role that combines technology, customer interaction, problem-solving and career development, we'd love to hear from you.
Technical Support Executive employer: Meraki 2 Ltd t/as Magnus Search
Join a forward-thinking company as a Technical Support Executive, where you'll thrive in a supportive and collaborative environment that values innovation and customer satisfaction. With competitive salaries, performance-related bonuses, and comprehensive training, we empower our employees to develop their technical skills and advance their careers while making a real impact on the customer experience. Located in a dynamic setting, this role offers the unique opportunity to work with cutting-edge scientific technology and engage with a diverse range of clients both locally and internationally.
Contact Details:
Meraki 2 Ltd t/as Magnus Search Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Meraki 2 Ltd t/as Magnus Search. 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 Meraki 2 Ltd t/as Magnus Search 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 Executive
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 Meraki 2 Ltd t/as Magnus Search:Your cover letter is your chance to shine! Tell us why you want to work at Meraki 2 Ltd t/as Magnus Search 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 Meraki 2 Ltd t/as Magnus Search!
How to prepare for a job interview at Meraki 2 Ltd t/as Magnus Search
✨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.
