Technical Customer Service Advisor Bourne End, Hertfordshire United Kingdom

  • UK
  • Anywhere

Website CV-Library

Technical Customer Service Clerk to £30000 Hemel Hempstead Technology company

• 50% working from home 50% office based.

* Provide End User / Customer 1st level technical troubleshooting assistance by telephone / email. Identifying problem causes and offering solutions where appropriate.

* Escalation and tracking of 2nd level technical issues raised by our End-Users, Customers and Regional Service Partners. Understanding the technical elements of the problems is essential to managing the solution.

* Engage with our Sales team to ensure our service value chain aligns to the local market facing value proposition and strategy.

• Complete Spare Parts Inventory Management for our Regional Service Partners ensuring that they have the right volume of spare parts on hand to enable them to provide fast repair times

. • Provide End Users/ Customers with first level technical troubleshooting assistance via telephone/email, helping to identify problem causes, and offering solutions where appropriate.

• Escalate and monitor second level technical issues raised by our End Users, Customers and Regional Service Partners. Understanding the technical elements of the problem is essential in managing the solution.

• Manage the End User/ Customer expectation to turn a potential negative situation into a pleasurable service experience.

• Carry out data entry into our RMA Database to record and track all repairs, ensuring that all technical details are recorded precisely and accurately to assist the Repair Technicians in the Workshop.

• Provide quotations for Out of Warranty work for End Users/ Customers.

• Process End User/ Customer payments for Out of Warranty work.

• Process Spare Parts orders for our Regional Service Partners.

Candidate Specification

• Excellent written and oral communication skills

• Good interpersonal and customer relationship building skills

• Excellent PC skills with proficiency using Word, Excel and Email

• Strong technical aptitude • Logical thinker with excellent problem solving skills

• Experience working in a similar environment Immediate start for the right candidate

Immediate interviews

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