Job vacancy

Technical Customer Service Advisor

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Maple Cross, Rickmansworth, UK


Competitive + benefits

Closing date

31st January 2023

Job type

Full-time, permanent

About the role

This exciting opportunity has become available as a result of company growth and opportunities. The Technical Customer Service position will be working with a friendly professional team and the ideal candidate will provide support and training to clients located worldwide.

Freespace is a global, data-driven IoT organization collating huge amounts of data on a daily basis around the performance of buildings and offices. As people return to the workplace, Freespace is in a unique position to be able to inform our large, global clients as to how their people want to work. This provides invaluable insights to inform future workplace optimization and office design. We help clients make the right decisions that directly impact their sustainability agenda, driving towards net zero and ensuring they attract & retain the best talent.

On a day-to-day basis, you will

  • Monitor & diagnose issues whilst supporting client with requests & queries.
  • Demonstrate & train clients on all products, services, applications, maintenance & analytics dashboard.
  • Understand client requirements/issues & present practical solutions as necessary.
  • Resolve client requests quickly within the allotted Service Level Agreement timeframe, clearly communicating the outcome to clients.
  • Identify improvements to the internal systems and processes, making suggestions where appropriate.
  • Facilitate client meetings to advise clients on additional services or products, share information, and training.
  • Compile data analytics reports, review & interpret data/trends for client usage as well as client-issue resolution.
  • Knowledge and involvement in a range of internal and external technical discussions including routers, access points, Wi-Fi & internet connectivity issues, trouble shooting and problem-resolution.
  • Maintain a comprehensive and up to date understanding on the functionality of all products.
  • Complete any reasonable ad-hoc requests as may be required on occasion.

Skills and experience

  • 3+ years customer service experience within a technical industry, ideally in a support or help desk role.
  • Experience of writing and/or delivering training & presentations would be advantageous.
  • Experience of working with and validating analytics data.
  • Basic knowledge of PCs, networking, displays, wireless technology.
  • Discretion with confidential client information.
  • Proficient in Microsoft Excel & Word is essential.
  • Good team worker.
  • Ability to prioritise workload and problem solve.
  • Good research skills and attention to detail.

Behaviors and mindset

  • Has a real interest in technology, especially software with an inquisitive nature.
  • A genuine commitment to placing the customer first.
  • A positive can-do attitude, willing to take the initiative, able to work independently and make decisions.
  • Able to work quickly and solve problems under pressure at times of high workload and competing priorities.
  • Remain focused, composed, optimistic, flexible, and resilient in difficult or high stress situations.
  • Focuses on results and desired outcomes and how best to achieve them.
  • Comfortable working with ambiguity & a commitment to gaining full understanding of client situations © Workplace Fabric Confidential.
  • An ongoing commitment to learning and self-improvement.
  • A willing and helpful person who thrives on providing support for the team to achieve their goals.
  • Flexible; willing to shift work hours where needed to ensure exceptional client service.

Why apply

If you are looking for a role that combines technical ability and infrastructure management within a cutting-edge, growing global tech business, then this could be the role for you. If you meet the requirement above, then we’d love to hear from you.

Some of our universal benefits

Competitive pay

Company bonus

Depending on position and individual contribution

Paid holidays

Sickness benefits

Health insurance

Role dependent

Training sponsorship and support

Reward and recognition schemes

Flexible work location

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