Technical Support Specialist

Technical Support Specialist | Leeds (Onsite) | Full Time | £30,000 - £34,000 per annum plus bonus scheme Our client is a growing UK SME operating in the specialist hardware and automation supply sector, supporting trade customers across the UK.

They provide a wide range of technical, mechanical and access-related products to professional installers and commercial customers. With strong year-on-year growth and a reputation for reliability, they are recruiting a Technical Support Specialist to provide expert technical assistance and help customers resolve product-related issues.

The Role Acting as the main point of contact for technical queries from product installers, end users and colleagues via phone, email and face to face Guiding installers through the remote setup and configuration of products Fault-finding and troubleshooting technical issues over the phone and face to face Providing pre- and post-installation technical advice Supporting customers with wiring diagrams and installation requirements Developing expert product knowledge across a wide range of products and advising customers and colleagues Delivering excellent customer service and aiming to achieve a first-time fix wherever possible Managing customer expectations and building strong, long-standing relationships with regular customers Using ticketing system to record and document calls Managing faulty returns and liaising with manufacturers and customers Testing equipment suspected of being faulty Assisting with onsite installations, including wiring and commissioning support Key Responsibilities Providing clear, accurate and practical technical guidance to customers and installers Resolving product-related technical queries efficiently Supporting installation, setup, configuration and commissioning processes Maintaining high levels of customer satisfaction Building product knowledge and keeping up to date with technical developments What We're Looking For 3+ years' experience working in a busy customer service environment Proven technical knowledge and practical experience with electronic and security products Experience diagnosing and resolving technical product issues and providing step-by-step guidance to customers and installers Knowledge of installation requirements and procedures A recognised engineering qualification and/or time-served experience, with the ability to understand electro-mechanical concepts and recommend technically sound, commercially competitive solutions Previous experience installing or fault-finding on small to medium-sized IP-based access control or CCTV systems Experience in a technical customer-facing role...

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