|Job Ref:||204562016||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||County/State:||Northamptonshire||City:||Daventry||Address:||Post Code:||NN11||Salary:||£30000 - £35000/annum||Post Date:||10/10/2016 16:48|
My client are a technology solutions provider to the public sector who have a recruitment requirement for a Customer Service Engineer who will be responsible for liaising with newly converted and existing customers to understand their requirements for implementation or change requests and supporting the creation of the installation project, You will be required to visit client sites so will require a driving license to use the business pool vehicles.|
You will have a comprehensive understanding of technical information about the particular services and products offered by client which you will be given thorough training on.
•Receive information from customers via Email / Telephone.
•Record information accurately onto company systems.
•Confirm or deny issue, following detailed process to enable an incident classification.
•Provide support to the customer on company specific application, following process and own knowledge of application.
•Declare and classify the severity of an issue against recognised criteria.
•Escalate issues to appropriate technical support team.
•Coordinate Hardware replacement logistics.
•Liaise with technical support to enable tracking throughout the support system.
•Act as the company liaison, supporting companies and customers involved with customer support.
•Analysis of incidents to identify trends.
•Assisting in the warehouse operation and hardware inventory.
Skills / Experience / Education
•Resolving client problems and relating to customers
•Monitoring customer accounts
•Time management, speciality to meet deadlines
•Using computer applications
•Education in Computer Engineering or Computer Science advantageous
•Experience in Hardware and software management and diagnostics
•Experience of problem solving from distance regarding issues with hardware and software
•Experience with cloud based products would be advantageous
•Planning and multitasking