Job vacancy

Technical Customer Service Technician

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Location

Office based: Rickmansworth (WD3) or home based (North West or Midlands

Package

£ competitive + benefits

Closing date

18th March 2022

Job type

Full-time, permanent

About the role

Freespace is a rapidly growing, Global technology company. Our goal is to help our clients to create the most efficient, effective, and engaging working environments. Using patented sensor technology, data analytics and innovative displays, we help our clients to get the best out of their workspace while enabling them to fully understand the utilization of their office buildings.

Due to growth, we are expanding our Customer Support team and we’re looking for talented people who are tech savvy and interested to join this friendly, driven team, providing support to our clients around the world, including ticket resolution and training.

On a day-to-day basis, you will

  • Resolve client requests efficiently, within the allotted Service Level Agreement timeframe, clearly communicating the outcome to clients.
  • Understand client requirements/issues and present practical solutions as necessary.
  • Demonstrate and train clients on Freespace products and services, applications, maintenance and analytics dashboard.
  • Prepare presentations, documentation and guides for clients and internal use.
  • 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.
  • Build, maintain and share a comprehensive and up to date understanding on the functionality of all products.
  • Participate regularly in a range of internal and external technical discussions about Freespace products including routers, access points, Wi-Fi & internet connectivity issues, trouble shooting and problem-resolution.
  • 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. We will also consider recent graduates in a technology discipline, who are keen to build a career in customer support.
  • Experience of working with and validating analytics data.
  • Basic knowledge of PCs, networking, displays, wireless technology.
  • Proficient in Microsoft Excel & Word.
  • Ability to prioritize workload effectively.
  • Ability to problem solve in a calm and logical way.
  • Experience of writing and/or delivering training & presentations would be advantageous.
  • Flexibility in terms of working hours in order to meet client needs.

Behaviors and mindset

  • An interest in technology, especially software.
  • Discretion with confidential client information.
  • Excellent interpersonal and communication skills (written and verbal).
  • Comfortable communicating to a range of stakeholders.
  • Comfortable working with ambiguity and ability to ask questions to gain a full understanding of client issues.
  • Patient and resilient when working with clients and resolving client problems.

Why apply

If you are looking for a role that combines technical ability and customer service 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

Start a career with Freespace


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