Technical Support Representative

Are you passionate about delivering exceptional customer service and helping customers find solutions? Do you enjoy problem-solving, building strong relationships, and making a real difference to the customer experience?

We're looking for a Customer Service & After-Sales Support Specialist to join our team. In this role, you will be the first point of contact for customers, providing expert after-sales support and guidance to ensure a positive customer experience from enquiry through to resolution.

What You'll Be Doing

As a key member of our customer support team, you will:

• Deliver outstanding after-sales customer support via telephone, email, instant messaging, and other communication channels.
• Respond to customer enquiries efficiently, accurately, and professionally.
• Manage customer queries and complaints through to successful resolution, ensuring high levels of customer satisfaction.
• Record customer interactions and service requests accurately in line with company procedures.
• Investigate and troubleshoot product-related issues, providing guidance and practical solutions where possible.
• Coordinate service requests and escalations when further support is required.
• Work closely with colleagues across Customer Service, Sales, Marketing, Product Services, Engineering, and Field Service teams to resolve customer issues.
• Provide customers with product guidance, configuration support, and user training using approved materials.
• Build strong working relationships with customers, distributors, service partners, and internal stakeholders.
• Identify opportunities to improve processes and contribute ideas that enhance the customer experience.

What We're Looking For

Essential Requirements

• Minimum HND qualification or equivalent.
• At least 2 years' experience in a customer service, customer support, after-sales, or helpdesk environment.
• Strong problem-solving skills and the ability to investigate and resolve customer issues.
• Excellent verbal and written communication skills.
• A customer-first mindset with a passion for delivering exceptional service.
• Strong organisational and time management skills.
• Ability to manage multiple priorities and adapt quickly in a fast-paced environment.

Desirable Skills & Experience

• Experience supporting customers with product-related enquiries or troubleshooting.
• Good understanding of Microsoft Windows and general technology environments.
• Confidence working with connected products, systems, or devices.
• Knowledge of software or technical products would be advantageous but is not essential.