At a Glance
- Tasks: Provide first-line tech support for dental equipment and software, troubleshooting issues and managing cases.
- Company: Join a leading company in Veterinary Dental equipment and software.
- Benefits: Gain hands-on experience, competitive pay, and opportunities for growth in a supportive environment.
- Other info: Work on-site in Northampton, with a focus on customer service and technical problem-solving.
- Why this job: Make a difference in veterinary care while developing your tech skills in a dynamic team.
- Qualifications: IT-savvy with strong communication skills; experience in IT support is a plus.
The predicted salary is between 31500 - 38500 £ per year.
Zenopa are supporting a leader in Veterinary Dental equipment and software, who are seeking a Support Desk Technician to join their growing team.
This role is based 5x per on-site in Northampton The Support Technician provides first-line technical support for equipment and software, delivering high-quality customer service via phone, email, and remote access.
The role involves troubleshooting hardware and software issues, managing technical cases through the CRM system, coordinating loan equipment and spare parts, and liaising with internal teams and external suppliers to ensure timely issue resolution.
Provide first-line technical support for dental equipment and software via telephone and email.
Follow established troubleshooting procedures and escalate unresolved issues to second-line support or suppliers when required.
Diagnose issues across all supported equipment and software, ensuring all troubleshooting options are explored.
Raise and manage technical cases in the CRM (Customer Relationship Management) system.
Create customer quotations in CRM and email quotes and quotation reports to end customers.
Handle software-related queries and determine the most appropriate resolution.
Coordinate warranty parts requests by emailing suppliers and creating corresponding CRM cases.
Perform remote software installations on new equipment.
Install and configure dental X-ray and CT software on customer PC workstations.
Install and set up new or upgraded PCs and additional workstations, ensuring proper database connectivity within clinics.
Send spare parts to customers following diagnosis and provide guidance on replacement or repair via phone or video support.
Follow up on pass-over information received from the Service Coordinator.
Keep CRM records fully up to date with all actions, communications, and case progress for each practice.
Provide customers with preventative guidance and follow-up documentation to help avoid repeat issues.
Liaise closely with the Sales team to support customer requests, queries, and technical clarifications
Person
Specification
- IT-savvy Strong telephone manner Experience in IT support or 1st line technical support
- TPBN1_UKTJ
Support Desk Technician in London employer: Zenopa
As a leading global organisation in the animal health sector, we pride ourselves on fostering a supportive and innovative work culture that empowers our employees to thrive. With a strong focus on professional development and growth opportunities, our home-based roles in the UK offer flexibility and the chance to make a meaningful impact in veterinary medical devices across Europe. Join us to be part of a team that values collaboration, excellence, and the well-being of animals.
StudySmarter Expert Advice🤫
We think this is how you could land Support Desk Technician in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zenopa. 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 Zenopa 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 Support Desk Technician in London
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 Zenopa:Your cover letter is your chance to shine! Tell us why you want to work at Zenopa 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 Zenopa!
How to prepare for a job interview at Zenopa
✨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.
