At a Glance
- Tasks: Be the go-to person for customer support, solving tech issues and providing product advice.
- Company: Join a leading security solutions provider with a focus on innovation.
- Benefits: Enjoy competitive salary, additional leave, company events, and employee discounts.
- Other info: Dynamic role with opportunities to represent the company at events and client sites.
- Why this job: Work with cutting-edge security tech and make a real difference for customers.
- Qualifications: 5 years in technical support, strong problem-solving skills, and a customer-first attitude.
Location: Stevenage, Hertfordshire - In Person
Job Type: Full-time
Salary: £35,000 - £40,000 per annum
Benefits:
- Additional leave
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
About the Company
We are a leading provider of innovative security solutions, specialising in CCTV, alarm systems, and integrated security technology. We are looking for a customer-focused and technically minded Support Advisor to join our team. If you have a passion for problem-solving and a background in security systems, this is your opportunity to work with cutting-edge products in a supportive and dynamic environment.
The Role
In this varied role, you will be the first point of contact for customer support, handling queries across phone, email, and face-to-face channels. You will diagnose technical issues, provide pre-sales advice, and assist with product demonstrations. This role combines technical troubleshooting with customer care, offering plenty of variety and the chance to represent the company at events and client sites.
Key Responsibilities (including but not limited to):
- Handling customer queries via telephone, email, ticketing systems, and face-to-face interactions specifically related to security products.
- Logging incoming support requests, diagnosing issues, providing solutions, and escalating where necessary.
- Building and maintaining strong technical knowledge of our security product range, including hardware, software, and associated mobile applications.
- Providing pre-sales technical advice and recommending suitable security products and solutions.
- Assisting with customer demonstrations, product setup, and basic installation advice.
- Representing the company at client meetings, exhibitions, and events when required.
- Supporting internal functions such as repairs, training sessions, and product testing.
- Visiting customer sites to demonstrate products and provide technical support where needed.
Requirements
- Minimum of 5 years' experience in a technical support or customer service role within security systems such as CCTV or alarms.
- Strong problem-solving skills with the ability to assess and evaluate solutions effectively.
- Comfortable working with Windows and Mac operating systems (for support purposes, not system administration).
- A proactive, 'can-do' attitude with a willingness to go above and beyond for customers.
- Experience using remote desktop/support tools.
- Excellent communication and telephone skills, with the ability to remain calm under pressure.
- Good understanding of IP networking (for device connectivity and troubleshooting, not network infrastructure management).
Important Information
This role is based in our Stevenage office in Hertfordshire. All applicants must be eligible to live and work in the UK.
How to Apply
If you have the technical expertise and customer-first mindset we are looking for, we would love to hear from you. Please submit your CV and a brief cover letter today.
We are an equal opportunities employer and welcome applications from all suitably qualified persons.
Technical Support Engineer in Stevenage employer: SER Limited
At SER Limited, we pride ourselves on being an excellent employer, offering a supportive work culture that values employee development and progression. Working at Gatwick Airport not only provides a dynamic environment but also comes with comprehensive training opportunities for our HVAC Engineers, ensuring you can grow your skills while contributing to essential services in a bustling location.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer in Stevenage
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SER Limited. 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 SER Limited 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 Engineer in Stevenage
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 SER Limited:Your cover letter is your chance to shine! Tell us why you want to work at SER Limited 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 SER Limited!
How to prepare for a job interview at SER Limited
✨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.
