Support engineer fire alarms

Description We are currently seeking an experienced 1st Line Technical Support Advisor to join an extremely reputable, family-run SME based in Hereford. As a 1st Line Technical Support Advisor, your primary responsibility is to provide prompt and efficient technical support to customers or end-users. You will be the first point of contact for customers and Engineers seeking assistance with technical issues or inquiries, and you will play a crucial role in ensuring customer satisfaction and problem resolution. Key Duties and Responsibilities... * Providing 1st line technical support for the existing products, respond to customer and Engineers inquiries, troubleshoot technical issues, and provide appropriate solutions in a timely manner * Use diagnostic tools and knowledge bases to guide customers through step-by-step resolutions * Maintain accurate and detailed documentation of customer interactions * Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions * Assist customers and Engineers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed * Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency Requirements * Proven experience in a customer support role, preferably in a technical or support environment * Proficiency in troubleshooting technical challenges and providing clear instructions to technical and nontechnical customers * Excellent communication skills, both verbal and written * Strong customer service orientation, with a focus on delivering a positive customer experience * Effective problem-solving and analytical skills to identify and resolve technical issues efficiently * Ability to multitask, prioritize tasks, and work well under pressure in a fast-paced environment Benefits * Salary: up to GBP40,000 * 25 days annual leave (Exc. Bank Holidays, 33 in total) * Additional day annual leave for your birthday * Full training provided