Customer Support Specialist
Location: On-site (Chadderton)
Hours: 08:00 - 16:30, Monday to Friday (1-hour unpaid lunch break)
Salary: £27,000 - £29,000 per year
We are looking for an enthusiastic Customer Support Specialist to join our Customer Support team. Working directly with one of our largest customers, you will play a key role in delivering SCADA Telemetry Systems for an energy provider responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the Northeast and Yorkshire regions. You will take a central role in managing support requests and ensuring accurate records are communicated to the customer throughout the support process.
This position will suit someone who is familiar with the day-to-day activities of a busy support office, confident in working with technical engineering teams, and able to communicate professionally with customers. You will be joining a growing organisation that works with major customers throughout Ireland and the United Kingdom.
Key Responsibilities
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Providing 1st and 2nd line support for field engineers and customers, performing level checks and relaying results back to engineers on site.
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Running pre-scripted CLI commands to configure routers while engineers are on site, including setting passwords, updating location names, and adding devices to the network monitoring system.
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Ensuring service request tickets within Jira Service Management accurately reflect the work being carried out on site.
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Managing and updating assets within Jira, maintaining accurate records of customer site configurations.
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Identifying inaccuracies in site data and the network monitoring system.
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Communicating with external stakeholders by updating shared trackers with site visit information.
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Supporting the Project Manager by producing weekly and monthly reports detailing visit outcomes and equipment used on site for billing purposes.
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Following RMA processes for modems returned from the field, checking warranty status, confirming eligibility with customers, and coordinating handover to the relevant team for dispatch to the manufacturer.
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Providing support to colleagues within the Customer Support Team.
Key Competencies
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Providing professional and detailed responses via telephone and email.
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Ability to interpret site information accurately and promptly, escalating issues where required.
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Capable of managing a varied workload, balancing inbound support calls with administrative duties and deadlines.
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Willingness to support colleagues and collaborate with internal stakeholders across the business.
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Ability to present complex information clearly to internal and external stakeholders.
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A proactive approach to collaboration and continuous improvement of business processes.
Essential Experience
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Strong IT skills, including confident use of Microsoft Office applications, particularly Word and Excel.
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Customer service or customer support experience.
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Proven attention to detail.
Essential Qualifications & Attributes
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Maths and English GCSE Grade C/5 or above (or equivalent).
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Full, clean UK driving licence.
Desirable Qualifications & Attributes
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Experience working within the Utilities or Energy sectors.
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Knowledge of CRM and/or ITSM systems.
Benefits
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Free on-site parking.
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DSE/VDU eye test entitlement.
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Employee discounts and rewards.
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Employee Assistance Programme.
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One day per week remote working.
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20% discount on on-site gym membership.
