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Product Support Specialist posted by Absolutely Recruitment

Applications close in 6 days
Surbiton, Greater London
£25,000 - £30,000 / year

Job Description

Product Support Specialist

Based in Surbiton. Salary: - £25,000 - £30,000 per annum

We are currently recruiting for a Product Support Specialist on behalf of one of our clients, a global organisation based in the Surbiton area. This is a fantastic opportunity for a graduate with a degree in University Degree in Biosciences or Biophysics related subject, microscopy skills who has excellent communication skills and solid administrative experience.

Person Specification: -

* University Degree in Biosciences or Biophysics related subject

* Microscopy (widefield systems) skills and experience

* Customer services skills gained within a research or clinical environment

* Excellent interpersonal skills & ability to build relationships with a wide range of customers and colleagues at every level

* Experience of providing technical support

* Proactivity – driven to plan, organise and prioritise workload to meet needs and exceed customer expectations.

* Has participated and contributing to project work

* High levels of proficiency in Microsoft Office

* Working knowledge of SAP and a CRM (Dynamics/Salesforce)

* Articulate individual with the ability to communicate clearly in writing and orally

* Analytical and problem-solving skills, including software or electrical disciplines

* Highly organised and structured in accordance with best practice processes and procedures

* Knowledge of creating and maintaining Standard Operating Procedures

* Live within a reasonable commutable distance from the Surbiton area.

Key Responsibilities: -

* To deliver excellent customer service enquiry handling through pro-active communication, thorough understanding, basic diagnosis and providing accurate information

* To ensure that all customer issues are resolved promptly through high quality technical knowledge and that the progress and action plan for all customers is communicated effectively to relevant staff

* Operate business processes including, but not limited to; SAP, CRM, databases, technical service documentation and reporting

* Maintain a strong understanding of all hardware, software, and associated 3rd party product ranges in order to be able to effectively diagnose issues and provide first line support to customers and colleagues resolving and escalating issues quickly and efficiently where required

* Provide field staff with first line communications, status, support, and escalation for all enquiries. Attempt to diagnose customer issues and raise cases where field visits or workshop assessment is necessary and to provide estimated pricing and quotations for sales and service enquiries

* Facilitate training sessions for new and existing staff on the company and 3rd party products as required

* Review, propose and participate in changes to improve business process and efficiencies including but not limited to; in-house workflows and documented processes

* Pro-actively plan, lead & drive service business projects as required, working cross-functionally to deliver successful outcomes

* Represent the organisation at key external events, including seminars, workshops and conventions as and when required to build and maintain the company’s profile within the microscopy and scientific community

Reference Number


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