about

news

careers

quality

campaigns

privacy policy

contact

stonewood headquarters

Stonewood Career Center

Customer Support Technician (2 posts)

Scope

We're looking for a proactive customer focused individual who'll work as part of our Customer Service team to provide a high calibre of customer service and participate in the ongoing development of our customer support provision.  This role will be the key point of contact for non-sales customer queries and will work closely with and support the Customer Services Manager to develop and strengthen our Customer Service.  The role is both technical and customer service focused with the emphasis being on ensuring our customers receive the best possible service across the whole organisation.

Main Responsibilities/Key Tasks

 

	1st Line technical support providing pre and post sales support
	Troubleshooting (full training will be given)
	Resolving technical and customer queries, liaising with all departments
	Testing of returned units
	Co-ordinating further technical investigation and product replacement as required with Sales, Manufacturing, Quality and Engineering
	Call management: tracking calls, resolving calls in a timely manner
	Monitoring, data collection & analysis on Customer Services performance
	Assist in development of technical support tools, programs to improve customer services and reduce turnaround times
	All administrative duties involved in running a successful customer focused helpdesk

Skills/Knowledge/Areas of expertise

	Educated to degree level or equivalent qualification/experience
	Ability to deal with technical and non technical customers professionally and confidently
	Outstanding communication skills both written and verbal
	Technical aptitude as well as a keen interest in technology
	Strong Customer Service and Technical background
	Analytical problem solver with practical ability
	Methodical and accurate
	Solutions driven individual
	Good use of MS Office, in particular excel
	Team and goal orientated
	Reliable and hardworking
	Flexible
	Must have, or be capable of obtaining, UK security clearance

Location

This role is based at our Headquarters are based in Wareham, Dorset

Remuneration

Attractive basic salary is offered, including 25 days holiday, contributory pension and healthcare scheme.
The hours of work are 9am – 5pm Monday to Friday (37.5 hours per week with flexibility required in order to complete the requirements of the role).

____________________

This area is regularly updated.