Support Engineer - Fire Alarms

We are currently seeking an experienced 1st Line Technical Support Advisor to join an extremely reputable, family-run SME based in Hereford. As a 1st Line Technical Support Advisor, your primary responsibility is to provide prompt and efficient technical support to customers or end-users. You will be the first point of contact for customers and Engineers seeking assistance with technical issues or inquiries, and you will play a crucial role in ensuring customer satisfaction and problem resolution.

Key Duties and Responsibilities

• Providing 1st line technical support for the existing products, respond to customer and Engineers inquiries, troubleshoot technical issues, and provide appropriate solutions in a timely manner
• Use diagnostic tools and knowledge bases to guide customers through step-by-step resolutions
• Maintain accurate and detailed documentation of customer interactions
• Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions
• Assist customers and Engineers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed
• Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency

• Proven experience in a customer support role, preferably in a technical or support environment
• Proficiency in troubleshooting technical challenges and providing clear instructions to technical and nontechnical customers
• Excellent communication skills, both verbal and written
• Strong customer service orientation, with a focus on delivering a positive customer experience
• Effective problem-solving and analytical skills to identify and resolve technical issues efficiently
• Ability to multitask, prioritize tasks, and work well under pressure in a fast-paced environment

• Salary: up to £40,000
• 25 days annual leave (Exc. Bank Holidays, 33 in total)
• Additional day annual leave for your birthday
• Full training provided