Available Job Opportunities

Job Description: Technical Support Administrator

Reporting Structure: Reports to Quality Control Manager

Location: Holme, Cumbria

Overview: Working closely with the Quality Control Manager, you will be responsible for providing technical assistance, gathering (and recording) information relating to any technical issues that they’re experiencing and providing resolutions.

Role and Responsibilities:

Customer support/ problem resolution:

• Address customer inquiries, issues and concerns relating to the product/ service we have provided via both telephone and email.
• Troubleshoot and diagnose technical issues and provide suitable resolutions to all parties
• Remote support: use remote desktop tools or phone support to assist customers with technical issues
• Assist customers in understanding warranty terms and procedures for returns or repairs
• Guide customers through the returns process when necessary
• Utilise problem solving skills to address unique or complex customer issues

Communication:

• • Provide clear (and concise) information to customers either verbally or in writing
  • Ensure that you maintain an empathetic tone in all interactions with customers
  • Will ensure that all resolutions are communicated effectively to all relevant parties in a timely manner.
  • Identify and escalate complex technical issues to higher level support or product development teams
  • Collaborate with the Quality Control Team to relay customer feedback and to identify trends

Product knowledge:

• You will develop (and maintain) a deep understanding of Kudos products and services
• Contribute to product improvement by sharing insights from customer interactions

Technical assistance:

• Demonstrating your product knowledge, you will offer step-by-step guidance on how to use, clean and maintain our products to customers
• (Where appropriate) you will provide advice and support to installers

Documentation:

• Create and maintain detailed records of customer interactions and the solutions provided.
• Develop, maintain and update a knowledge base or FAQ to assist customers with finding resolutions independently
• Maintain a record of key performance indicators (KPIs) such as response time, issue resolution time and customer satisfaction ratings