Technical Support Agent

Working alongside the Customer Services and Scheduling departments to provide customer and engineering support in a timely and efficient manner. Reducing the number of calls passed to field-based engineers by the use of remote diagnostic tools and phone advice for both fire and security-related calls., * To provide technical support to end users and engineers, both internally and externally.

• To ensure prompt and accurate information is scheduled.
• To prioritise workload and meet contractual deadlines.
• To answer customer telephone calls, ensuring internal customer service standards are met.
• Any other reasonable requests from the line supervisors and the Head of Service
• Provide first-line support to the customer to see if the call can be resolved before passing to the service team
• To provide support to the Service Scheduling Team when required.

Do you have experience in Computer networking?, * Customer focused

• Excellent telephone manner
• Team player
• Strong interpersonal and communication skills
• Ability to prioritise workloads
• General varied product knowledge on fire systems
• Network/IP based product experience
• Desirable Requirements for the Job:
• Experience of Remote programming of industry standards on Enterprise wide networked Access control systems
• Network/IP based product experience