Telephone Support Person

Old Basing Source: WhatJobs

£30,000-£35,000 per year

Telephone Support Person

Salary: £30,000-£35,000 per year

Hours: 8:30am-5:00pm (Mon-Thurs), 8:30am-4:00pm (Fri)

Job Type: Full-time, Permanent

Location: Basingstoke (office based)

About the role

We're looking for a Telephone Support Person to provide first-line telephone and email technical support across a full range of products. Support requests will include identifying spare parts/part numbers, advising on product selection, providing technical guidance, and supporting fault finding. This is an office-based role in Basingstoke and would suit someone with experience providing telephone support within a technical or mechanical environment.

Benefits

Competitive salary £30,000-£35,000
Early finish on Fridays (4:00pm)
33 days holiday inclusive of bank holidays
Pension contribution from Day 1
Opportunity to join Medi Cash scheme from Day 1
Free onsite parking

Key responsibilities

Answer technical help-line and priority-line calls, providing clear technical advice and resolving queries effectively
Prioritise support to account holders over non-account holders and end users
Ensure all email enquiries and call-backs are handled efficiently
Assist in developing tools/processes to improve the effectiveness of the technical support function
Perform product conversions when required (modifying/assembling standard products to meet customer order requirements)
Evaluate items returned by customers for repair or warranty replacement
Support electrical and mechanical returns by booking in items, assisting engineers with paperwork, and liaising with customers
Deliver high levels of customer service, escalating to the manager when needed

What we're looking for

Previous experience providing telephone-based technical support
Background in product support, ideally within an electrical/mechanical environment
Strong fault-finding approach and ability to explain technical information clearly
Confident handling customers and managing multiple enquiries under time pressure
Strong organisation skills for managing emails, call-backs and priorities

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