2nd Line Technical Support (Fire Industry - Wireless Technology) Meriden, England
Job description
Role Title: 2nd Line Technical Support (Fire Industry - Wireless Technology)
Location: Birmingham
Full time
Job description:
This role will suit a candidate with Fire industry experience and knowledge.
As a highly skilled and customer-focused 2nd Line Technical Support Advisor with expertise in the fire industry and wireless technology. You will be responsible for providing exceptional technical assistance and troubleshooting guidance to our customers who rely on wireless technology for fire safety and prevention. Your in-depth knowledge of wireless technology and its application in the fire industry will be instrumental in resolving technical issues promptly and ensuring customer satisfaction.
Responsible to: Technical Support Manager
Responsible for:
1. Technical Support: Serve as the 2nd point of contact for customers seeking technical support regarding wireless technology used in fire safety systems. Respond to customer inquiries via phone, email, or live chat, and assist them in troubleshooting and resolving technical issues efficiently.
2. Identification and Troubleshooting: Analyse customer-reported challenges and identify the root cause of issues related to wireless technology in fire safety systems. Utilize your expertise in wireless networks, protocols, and devices to diagnose and resolve technical problems accurately.
3. Ticket Management: Update and manage support tickets to ensure proper tracking and escalation if necessary. Maintain accurate and detailed documentation of customer interactions, including problem descriptions, actions taken, and resolutions achieved.
4. Collaboration and Escalation: Collaborate with other technical support team members and escalate complex technical issues to the appropriate department for further investigation and resolution. Ensure timely and effective communication throughout the escalation process.
5. Documentation and Knowledge Management: Create and maintain product documents, user manuals, FAQs, and how-to guides to assist customers in understanding product features, functionalities, and best practices.
Maintain detailed records of customer interactions, including problem description, steps taken for troubleshooting, and solutions provided. Update the internal knowledge base with new issues and resolutions to ensure comprehensive and up-to-date technical documentation.
6. Quality Assurance: Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions. Strive to exceed customer expectations and deliver exceptional support experiences. Monitor customer satisfaction levels, collect feedback, and proactively identify areas for improvement in technical support processes.
7. Customer Education: Assist customers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed. Help customers navigate through complex technical concepts in a clear and concise manner.
8. Continuous Improvement: Provide feedback on common customer issues and contribute to process improvements, including enhancing product documents and how-to guides. Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency.
Essential Qualifications, Key Skills and Experience:
1. Proven experience in a support role, preferably in a technical or support environment.
2. Proficiency in troubleshooting technical challenges and providing clear instructions to technical and nontechnical customers.
3. Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner.
4. A customer-centric mindset with a passion for delivering exceptional service. Ability to empathize with customers, actively listen to their concerns, and maintain a professional and courteous demeanour during interactions.
5. Strong customer service orientation, with a focus on delivering a positive customer experience.
6. Effective problem-solving and analytical skills to identify and resolve technical issues efficiently.
7. Ability to multitask, prioritize tasks, and work well under pressure in a fast-paced environment.
8. Familiarity with ticketing systems and knowledge bases.
Desirable Qualifications, Key Skills and Experience:
1. Solid understanding of wireless technology and its applications in fire safety systems. Knowledge of wireless protocols and their integration into fire detection and alarm is a plus.
2. Familiarity with fire safety regulations, codes, and standards. Understanding of the principles of fire detection, alarm systems, and emergency evacuation procedures.
Behaviours Commensurate with this Position:
Expertise:
Applies knowledge to complete assigned activities and independently develop deeper understanding of appropriate technologies.
Team Work:
Working collaboratively, communicates clearly on assigned activities, collaborates with others to ensure the team delivers priorities. Leads by example.
Delivery:
Independently delivers tasks and activities, communicates progress and challenges.
Integrity/Quality
Performs tasks in line with process and delivers quality work right first time.
Problem Solving/clear thinking
Solve customer challenges, Identifies, communicates, and supports the team by clearly documents and sharing root cause problem solving.
Job Type: Full-time
Salary: £27,122.15-£37,201.61 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Meriden: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have experience in the Fire or Wireless industries in a technical capacity?
Work Location: In person
Application deadline: 30/09/2023
Reference ID: Technicalsupport
Expected start date: 30/09/2023
