At a Glance
- Tasks: Provide top-notch technical support and troubleshoot Pion products for customers and teams.
- Company: Join Pion, a leader in innovative technology with a supportive team culture.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for growth and learning.
- Other info: Dynamic role with opportunities to learn and grow in a fast-paced environment.
- Why this job: Make a real difference by helping customers and enhancing their experience with our products.
- Qualifications: Strong communication skills and a passion for problem-solving are essential.
The predicted salary is between 30000 - 40000 £ per year.
The Technical Customer Support Coordinator will provide direct Technical Customer Support to Pion customers and Pion employees as well as provide backup support to the local field service activities.
Responsibilities:
- Provide 1st line remote/virtual technical support and troubleshooting as the first responder for all Pion products and associated accessories and software.
- Operate as the direct link between Pion customers and Pion employees in all post-system sale support activities, including but not limited to Customer Support Case and Work Order creation, service and parts quote creation, quote follow-up, CRM management, and process closure in the CRM.
- Ensure all Customer Support activities are properly and efficiently recorded and updated in the CRM to ensure full visibility to the Pion business.
- Act as a critical member of the team in Standard Operating Procedure (SOP) creation, development, deployment, and maintenance.
- Create and maintain SOP documentation in the procedure database, tools, CRM, and repository.
- Advise on all Customer Support process efficiency and effectiveness and recommend changes as required.
- Act as a critical member of the team in the creation, development, deployment, and maintenance of all customer support training documentation.
- Train field service personnel (virtually or in-person) on servicing Pion instrumentation as needed.
- Serve as a critical member for all Customer Support Engineers (CSE or FSE) parts management activities (identification, ordering, reconciliation, etc.).
- Be responsible for parts logistics from part identification to part installation process.
- Work closely with Technical Support Specialists, CSEs, and accounts teams to ensure accurate and timely logistical processing of all parts associated with field service activities.
- Coordinate purchasing as needed for bin item spares to maintain field service productivity.
- Act as a liaison with R&D/Quality Management to report, document, process, and categorize all quality-related issues arising from the customer support field team(s).
- Participate in all escalation reviews.
- Participate in all RCA/NCR/technical quality review sessions related to field activities.
- Act as Field Service support and backup when field travel is required for personnel who are on vacation, sick, or overloaded.
- Ensure all field travel requests are approved and agreed upon by the Customer Support Manager.
- Monitor, maintain, and update monthly activity reports for the field service team as required.
- Coordinate the implementation and delivery of quality processes.
- Assist production in documenting, training, and producing items essential to equipment sales.
- Serve as a critical member of the Facilities management team as it relates to customer support activities, ensuring that critical customer support elements of the local facility are in good working order and follow the correct service schedules.
Technical Customer Support Coordinator employer: Pion Inc.
Pion is an exceptional employer that values its employees by fostering a collaborative and innovative work culture. As a Technical Customer Support Coordinator, you will benefit from comprehensive training opportunities, a supportive team environment, and the chance to make a meaningful impact on customer satisfaction. Located in a vibrant area, Pion offers a dynamic workplace where your contributions are recognised and rewarded, ensuring both personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Support Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pion Inc.. 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 Pion Inc. 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 Customer Support Coordinator
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 Pion Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Pion Inc. 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 Pion Inc.!
How to prepare for a job interview at Pion Inc.
✨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.
