Customer Technical Support (INTERNAL ONLY)

INTERNAL APPLICATIONS ONLY

You will be responsible for providing top-tier technical assistance to customers experiencing issues with products. This role involves troubleshooting technical problems, offering guidance on product use, and resolving technical queries efficiently and professionally, ensuring a high level of customer satisfaction.

You will possess excellent written and verbal skills and will have the ability to maintain a positive attitude and a focus on customer satisfaction, even when things are a little stressful!

This role encompasses the following responsibilities:

-       High level of technical support and excellent customer service

-       Own customer issues, and drive to resolve them quickly and appropriately

-       Speak to customers, ideally on the phone, to fully understand the issue.

-       Pre and post sales technical support i.e. problems identified in customer development or production.

-       Support Sales and Contract Admin to quote by identifying and listing the parts that are required to meet the customer requirements.

-       Pull in resources from other internal and external stakeholders to the business, to help resolve issues quickly.

-       Provide technical information through to customers via both email and the phone, the information provided needs to be considered, professional and clear.

-       Keep the Account Manager up-to-date on progress, and let them know once an issue is resolved

-       Keep a log or use case management, chase customers, suppliers or Steatite staff if progress is not being made.

-       Interact with the technical contacts of key suppliers Cincoze, ASRock, Orolia, Axiomtek, iEi, ADLink, Avalue

-       Attend partner technical training sessions where appropriate to build knowledge base depth.

-       Support occasional customer site visit to resolve issues hands-on

• Very good knowledge of Microsoft 10/11 IoT operating systems and desire to learn Linux as required, specifically Redhat and Ubuntu
• Knowledge of CPU/GPU families, specifically Intel, AMD, ARM, Nvidia,
• Deep knowledge of computer BU products: Rackmount, fanless, Panel PC, computer boards (Mini ITX, ATX, SMARC, COMe), PNT, AI and laptops
• An ability to learn and understand different technologies and form factors.
• Understand how our products fit into the customers high level system design to resolve compatibility issues.
• Good attention to detail, strong troubleshooting and problem-solving skills
• Knowledge of computer hardware and software.
• Understanding and resolve customer technical issues quickly.
• Ability to handle multiple enquiries simultaneously and prioritise effectively.
• Ability to document interactions and technical issues thoroughly.
• Directly dealing with customers typically engineers.
• A technical qualification ideally or demonstrable extensive experience

Job Type: Office based

Job Title: Customer Technical Support

Location: Redditch, Worcestershire

Hours: 38 hours worked Monday - Friday

Salary Package: Competitive

Benefits

26 days holiday plus bank holidays, increasing with length of service

Discretionary annual bonus

Pension – 5% employee, 4% employer (salary sacrifice)

Development opportunities relevant to your role

Enrolled in Employee Share Scheme following 12 months service

Access to Westfield Healthcare scheme, including:

·      Corporate Health Cash Plan including cover for dependents

·      Employee Assistance Programme

·      Discounted Gym membership

·      Retail & Travel discount scheme

·      Wellbeing App

Cycle to Work Scheme

EV Scheme