Technical Support Specialist | Northampton

Our client, a well-established global provider of dental and veterinary equipment, is looking for a Technical Support professional to join its Support Team in Northampton. You'll be the first point of contact for veterinary clinics around the world that need help with their dental equipment and software, resolving issues by phone, email and remote connection. If you enjoy solving problems, like working with people and want to build your technical career in a close-knit team, this is a great opportunity.
Please note: this role is office-based in Northampton, so applicants need to live locally or within easy commuting distance.
Acting as first-line support for dental equipment and software, following set troubleshooting processes and passing complex issues to second-line support or suppliers when needed
Investigating and diagnosing faults across the product range, working through all available options before escalating
Logging and maintaining detailed case records in the CRM, including every action, conversation and update for each clinic
Producing customer quotes in the CRM and sending them, with the quotation reports, to customers by email
Dealing with software queries and finding the best solution for each customer
Managing warranty claims with suppliers, sending out spare parts after diagnosis and guiding customers through repairs or replacements by phone or video
Remotely installing and configuring dental X-ray and CT software on new equipment and customer PCs
Setting up new or upgraded PCs and extra workstations, making sure they connect correctly to the clinic's database
Working closely with the Service Coordinator and Sales team to follow up on handovers and answer customer questions
Giving customers advice and written follow-up guidance to prevent repeat issues, and supporting a positive team culture
What We're Looking For
Experience in technical support, helpdesk or IT support
Hands-on knowledge of hardware, software and networked systems, including remote installations and PC setup
Strong troubleshooting skills and the ability to juggle several cases at once in a busy environment
Confidence using CRM systems and remote support tools
Excellent communication, with a knack for explaining technical topics to non-technical people
Organised, detail-oriented and reliable, and able to stay calm under pressure
Desirable: dental, veterinary or clinical equipment experience; CRM experience in customer support; or a relevant IT, biomedical engineering or technical qualification
Why Apply?
Join a supportive team at a long-standing global business, with on-the-job training and genuine opportunities to progress within the Support Team.
Relax knowing you've got your very own parking space waiting for you
On-the-job training across their product and software range
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