Job Title: Technical Support Engineer
Reporting to: Managing Director
Hours: Monday - Friday 9AM-5:30PM
Overview
Working within a team offering 1st line technical support to a customer network of AV Integrators and Custom Installers. Products categories include: control system, lighting control, audio/video switching and networking.
Key Responsibilities
· Technical Support
- Take in-coming support calls from customers in the UK and across Europe
- Apply troubleshooting techniques with customers facing issues
- Remote desktop support with customers where required
- Provide Technical advice to customers searching for solutions
- Ensure we provide the best possible support service
- Escalate issues to vendors where necessary
- Document common issues for support desk knowledgebase
- Replace faulty products following our ‘Advanced Replacement’ procedure
- Arrange repairs in-house or with vendors
- Test new software, products and solutions
- Register new Return Merchandise Authorisations for customers
- Apply for Return Merchandise Authorisations with vendors
· CRM Software Administration
- Find, check or update customer details
- Keep returns record up to date for support, logistics and accounts departments
- Handle pricing and stock level enquiries for customers
- Add Sales Orders for replacement products
- Arrange local and international shipping
Essential Skills:
- Experience providing 1st line technical support
- Experience with a networking product range or Home Automation control system
- IT or AV qualifications
- Great communication skills
- Work within a small team
- Must have own car
Non essential skills but great to have:
- Knowledge and experience of SAP
- Advanced knowledge of AV product technical specifications
- Ability to use programming languages to solve problems
- Experience with Photoshop for user interface development
- AV Rack building
- XML Editing