Technical Support Engineer

About the Role

Our client is seeking a knowledgeable and customer-focused Technical Support Engineer to provide remote assistance for their range of products and services in the Derby region and beyond. This role is crucial for ensuring client satisfaction by resolving technical issues efficiently and effectively. You will be the first point of contact for complex technical queries, leveraging your expertise to diagnose problems, guide users through solutions, and escalate issues when necessary. Operating remotely, you will contribute significantly to the smooth functioning of client operations within the Installation & Maintenance sphere, working independently to manage your caseload.

Key Responsibilities

• Provide expert remote technical support to clients via phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and system issues related to installations and maintenance.
• Guide customers through step-by-step solutions and provide clear, concise instructions.
• Escalate unresolved issues to senior engineers or relevant departments with detailed information.
• Maintain accurate records of support interactions and resolutions in the CRM system.
• Contribute to the development of knowledge base articles and FAQs.

Requirements

• Proven experience as a Technical Support Engineer or in a similar technical support role.
• Solid understanding of Installation & Maintenance principles and common technical challenges.
• Excellent problem-solving and analytical skills.
• Strong communication and active listening abilities.
• Proficiency with remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.

Benefits

• Competitive salary and performance-related bonuses.
• Fully remote working arrangement with flexibility.
• Comprehensive health and wellness benefits.
• Opportunities for continuous learning and skill development.
• Be part of a supportive and innovative team servicing the Derby area.