Job description
A key member of the support team, your main duties are to provide technical support to our customers, including resellers, dealers, and end users in helping them to resolve technical issues.
Role Responsibilities
Main Duties
- To take ownership of customers issues, ensuring they are resolved in a timely manner.
- To provide 1st line technical support, answering support queries on the telephone, and responding to support Email queries.
- To escalate more complex problems to the appropriate Technical Support Specialist in line with escalation procedures.
- To maintain a high degree of customer service for all support queries and adhering to all Standard Operating Procedures.
- To log all answered calls on the call logging system.
- To respond to Email queries from customers in a timely manner.
- To provide pre-sales technical support to customers, & internal sales teams.
- To process product returns received in the Service Centre, dealing with queries and ensuring product repairs are carried out in line with establish procedures, and items are returned back to customers in a timely manner in accordance with established procedures
- To carry out product testing and customer setup replication
- To identify and write product FAQ documents to publish on the company web site
- To carry out any other duties in line with technical or business requirements
Additional Responsibilities
Skills & Personal Attributes
Compentencies
Experience
Education and Qualifications
Key Traits
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.
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