Job Description
Customer Support Assistant
Team: Customer Support
Location: Office based - Lapworth (Head Office)
Reports to: Technical Director
Contract: Permanent, Monday to Friday, 09:00-17:30
Our client provides activity monitoring technology and services aimed at assisting individuals in living independently and safely at home. They work closely with approximately 70% of local authorities across the UK, aiding in care assessments and delivering long-term sensor technology to facilitate effective support when required.
The Customer Support Assistant role entails delivering first-line technical support to customers. Handling telephone and email inquiries, the candidate will also be responsible for producing chart summary reports with appropriate training.
Main Responsibilities and Duties:
- Provide excellent service and support through our customer helpline, addressing technical queries and troubleshooting effectively.
- Develop competency in understanding and discussing charts and systems with customers.
- Assist in system maintenance, conducting daily checks and coordinating with customers and internal teams.
- Generate chart summary reports and communicate findings to customers.
- Follow up on inquiries and coordinate parts dispatch as necessary.
- Maintain high standards of customer service and administrative processes, ensuring timely action and accurate record-keeping within our quality framework.
- Perform additional administrative tasks to support business operations, growth, and quality delivery.
Skills and Qualifications:
- Exceptional verbal and written communication skills.
- Friendly and efficient telephone manner.
- Strong problem-solving and multitasking abilities.
- Proficient IT skills.
- Detail-oriented and well-organized.
- A team player with a proactive attitude and the ability to work independently.
- Dedication to operational excellence.
- Interest in technology.
- Must have daily access to a vehicle, as there are no public transport links in the area.
- Subject to successful completion of Enhanced DBS and PVG checks.