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Role: Customer Support Engineer
Location: Mansfield
Negotiable dept on exp
We're looking for a talented Customer Support Engineer to join our busy support team in Mansfield. You'll deliver high-quality technical support to a variety of customers.
This is an exciting opportunity for someone who enjoys troubleshooting, problem-solving, and helping people get the best out of their technology.
Key Responsibilities for the role of Customer Support Engineer:
- First-line support for all clients
- Answer incoming calls and emails, accurately recording issues within our ticketing system
- Perform basic diagnostics across multiple internal systems, escalating issues internally where required, adhering to defined processes and policies.
- Manage and maintain tickets across various workflows, taking ownership of issues, providing regular communication to end users, identifying appropriate solutions, and ensuring all tickets are progressed or resolved within agreed SLAs
- Engage with 3rd parties where applicable to arrange engineer visits.
- Generate quotes for replacement hardware where applicable
- Support with the identification and creation/updating of knowledge articles.
- Provide feedback for, and contribute to, continuous improvement within the team.
The ideal candidate for the role of Customer Support Engineer
- Excellent customer service skills
- A keen interest in developing skills within IT/Technical industry
- Good communication skills, both written and verbal
- Ability to work on their own, as part of a team, and under pressure
- Good time management and ability to prioritise
- Initiative to diagnose problems
Interested? send your CV to TurnerFox Recruitment or call on (phone number removed)
