Technical Support Engineer
Role Overview
To provide 1st line helpdesk support to external customers, assisting them with electronic and electrical installation of our products.
Introduction
t-mac technologies provides clients with telephone and email technical support for t-mac installations worldwide. From shipment of t-mac unit through to installation and commissioning as well as ongoing enquiries, clients call/email the t-mac technical support helpdesk for assistance with set-up, configuration and remote commissioning of each device.
Role overview
The technical support engineer/helpdesk support analyst is responsible for assisting in client enquiries and requirements as well as trouble shooting any site issues and software enquiries.
Key Roles and Responsibilities
- To provide 1st line technical support; answering support queries via phone and email
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- To take ownership of user problems and be proactive when dealing with user issues
- Respond to enquiries from clients and help them resolve their problems
- Maintain a log of any problems detected
- To allocate more complex calls to the relevant colleagues
- Produce documentation (e.g. flowcharts) to assist with support queries
- Produce monthly statistics showing the type and number of queries dealt with
- To keep the relevant Client Account Managers informed of current issues
Skills and Attributes
- Understanding of electrical wiring and basic electronics
- Patience and willingness to see problems through to completion
- Excellent telephone manner
- Previous helpdesk (telephone support) experience desired
Key Learning/Development
- Client relationship skills
- External Communication skills – client facing
- Internal communication skills – inter-department
- Documentation and reporting skills – software systems
Team
Reporting directly to the Product Development Manager.