Customer Support Executive

Customer Support Executive

• Location: Hatfield
• Job Type: Full-time

My client is looking for a Customer Support Executive to join their dynamic Customer Support team, where you will play a crucial role in providing first-class technical support to their customers. This position is ideal for someone passionate about enhancing customer experience and maintaining the high reputation of our company.

Day-to-day of the role:

• Log and respond to all end-user and distributor support inquiries, ensuring all communications are recorded accurately.
• Follow all support cases through to completion, providing regular updates to customers or distributors and escalating to a complaint if necessary.
• Issue RMA numbers as required, following all remote fault diagnosis options explored.
• Assist the credit control team by working with end users that require after-sales support but have overdue balances.
• Maintain Customer related Master logs and ensure all cases are processed within the appropriate timeframe across internal/external/distributor Support teams.
• Log, investigate and report on all customer complaints as per company procedures.
• Monitor support cases for trends and potential issues, investigate where required and produce internal reporting and preventative suggested actions.
• Collaborate with the Product Lab team to provide technical guidance to the Customer Support team.
• Obtain, develop, retain and provide company responses to customers' escalated issues.
• Access expert advice and information from company staff, including engineers and suppliers, for additional diagnostics or information.
• Provide assistance to the product development team in the verification and validation of new product designs/software features.

Required Skills & Qualifications:

• Proven experience in customer support or a similar role, preferably in a technical field.
• Strong knowledge of company products and up-to-date testing techniques.
• Excellent communication and documentation skills.
• Ability to manage multiple tasks and maintain attention to detail.
• Experience in handling customer complaints and providing solutions.
• Familiarity with creating and maintaining logs and reports.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Supportive and collaborative work environment.
• 20 days holiday
• Healthcare