Technical Support Agent for Access Machinery- Work from Home - North West, UK

Details

  • Date Posted: 11 Oct 2021
  • Location: North West, UK
  • Employment type: Full Time - Permanent
  • Salary: Competitive
The Role

We are currently recruiting for a Technical Support Agent to join our busy Technical Support Department,

With the support of ongoing training and development, you will provide telephone technical support on our full range of hire fleet to customers in Ireland and the UK.

Please note that this is to provide telephone support to customers  on access machinery NOT IT Support.

Duties
  • To receive and log breakdown and assistance requests from our customers and offer phone support on machine diagnostics and possible repair of our hire fleet at first point of contact.
  • To direct our mobile service engineers to service breakdowns and provide information via our internal recording system.
  • Assess information from service calls.
  • Update and maintain troubleshooting and quick start guides on our SRM
  • Gather information from service calls, customer assistance requests, depot engineers and manufacturers of the machinery in our hire fleet.
  • Use information to create internal service bulletins with the aim of reducing and elimination of call outs and breakdowns
  • To supply assistance and information to internal departments on workshop processes, delivery processes and technical information on machinery.
  • To create, maintain and update tools and procedures within the technical support department required for assistance to customer calls.
  • To create update and monitor internal and external service bulletins and communicate these to all service engineers within the company.
The Person
  • Excellent communication skills
  • Calm under pressure
  • Have an interest in machinery and a willingness to learn about our fleet
  • Customer focused
  • Strong PC skills
  • Highly organised
  • Good team player
  • Previous experience in a customer support role beneficial
  • Technically minded and able to explain complex solutions in an easy to understand manner

Please note that this is to provide telephone support to customers  on access machinery NOT IT Support.

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