At a Glance
- Tasks: Provide expert technical support and resolve product-related issues for customers.
- Company: A growing UK SME in the hardware and automation supply sector.
- Benefits: Competitive salary, performance bonus, pension scheme, and private healthcare.
- Other info: Dynamic role with opportunities for professional growth and increased holiday allowance.
- Why this job: Join a reliable company and make a real difference in customer satisfaction.
- Qualifications: 3+ years in customer service with technical knowledge of electronic products.
The predicted salary is between 39600 - 48400 £ per year.
Our client is a growing UK SME operating in the specialist hardware and automation supply sector, supporting trade customers across the UK.
They provide a wide range of technical, mechanical and access-related products to professional installers and commercial customers.
With strong year-on-year growth and a reputation for reliability, they are recruiting a Technical Support Specialist to provide expert technical assistance and help customers resolve product-related issues.
The Role
- Acting as the main point of contact for technical queries from product installers, end users and colleagues via phone, email and face to face
- Guiding installers through the remote setup and configuration of products
- Fault-finding and troubleshooting technical issues over the phone and face to face
- Providing pre- and post-installation technical advice
- Supporting customers with wiring diagrams and installation requirements
- Developing expert product knowledge across a wide range of products and advising customers and colleagues
- Delivering excellent customer service and aiming to achieve a first-time fix wherever possible
- Managing customer expectations and building strong, long-standing relationships with regular customers
- Using ticketing system to record and document calls
- Managing faulty returns and liaising with manufacturers and customers
- Testing equipment suspected of being faulty
- Assisting with onsite installations, including wiring and commissioning support
Key Responsibilities
- Providing clear, accurate and practical technical guidance to customers and installers
- Resolving product-related technical queries efficiently
- Supporting installation, setup, configuration and commissioning processes
- Maintaining high levels of customer satisfaction
- Building product knowledge and keeping up to date with technical developments
- What We’re Looking For
- 3+ years' experience working in a busy customer service environment
- Proven technical knowledge and practical experience with electronic and security products
- Experience diagnosing and resolving technical product issues and providing step-by-step guidance to customers and installers
- Knowledge of installation requirements and procedures
- A recognised engineering qualification and/or time-served experience, with the ability to understand electro-mechanical concepts and recommend technically sound, commercially competitive solutions
- Previous experience installing or fault-finding on small to medium-sized IP-based access control or CCTV systems
- Experience in a technical customer-facing role, such as technical support, pre/post-sales, commissioning, field service, applications engineering or estimating/proposals
- Excellent written communication skills, including the ability to compose professional customer responses
- Strong verbal communication, troubleshooting and problem-solving skills
- Strong numeracy, analytical and customer service skills
- A confident, outgoing and patient approach, with the ability to explain technical information to less technical customers
- Ability to learn new products quickly
- What's In It For You
- Competitive industry salary
- Company performance-related bonus
- Company pension scheme
- Increased holiday allowance after two years
- Private healthcare after three years
- Excellent break-time area
Your data will be handled in line with GDPR.
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Technical Support Specialist in Leeds employer: Talent Finder
As a leading destination for professional tradespeople in March, Cambridgeshire, our company offers a dynamic work environment where employees are valued and encouraged to grow. With competitive salaries, opportunities for overtime, and a strong focus on teamwork, we foster a culture of support and development, ensuring that every team member can thrive in their role while enjoying the benefits of working with top-quality products and a dedicated customer base.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Talent Finder. 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 Talent Finder 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 Leeds
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 Talent Finder:Your cover letter is your chance to shine! Tell us why you want to work at Talent Finder 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 Talent Finder!
How to prepare for a job interview at Talent Finder
✨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.
