Reporting to the Customer Support Manager and based at the Weymouth headquarters, the Customer Support Technician will work as part of an experienced team to provide technical support to all Magicard customers by telephone, email and online web-interface ensuring all enquiries are dealt with satisfactorily and promptly.
Key responsibilities:
- To provide technical support on the telephone to customers
- Ensure all incoming e-mail queries are answered promptly
- Maintain clear and concise records of all realted case activity in Sugar CRM
- To initiate despatch of loan printers, warranty replacement printers and warranty replacement parts to customers. Where necessary expedite the timely return of loan priners and warranty replaced items.
- Highlight failure trends/modes with case data extracted from Service Cloud/Sales Force.
- Add solutions to common issues in Sugar CRM for the benefit of the other Customer Support Engineers
- To conduct customer training courses as required – mainly in the office, occasionally overseas
- Write training materials and technical bulletins
- To carry out customer site visits to provide support to customers an Magicard Sales staff. Occasional/infrequent representation of the business at relevant trade shows.
- Testing 3rd party software and printer drivers, on all relevant PC operating systems.
- Survey, repair and test Magicard products and carry out visual inspections ofrepaired printers and loan printers prior to submitting them to final release.
- Provide input to New Product design based on customer experience data.
Profile
Competencies, Experience and Key Skills:
- Technically competent – ideally ONC qualified or similar technical/technician qualification
- Friendly, personable and polite characterConfident dealing with the public
- Good personal organisation skills
- Tenacious in resolving issues
- Good level of IT literacy – MS Office tools, Google Office Suite, Windows 10 / 11, Mac OSx and simple home office network set up, driver installation, basic diagnostics.
- Happy to travel overseas if requested.
- Full UK Driver licence.
We offer
In return we offer:
- Bonus Scheme
- Life Assurance
- Critical Illness Cover
- Cycle to Work Scheme
- Training and development oppourtunities
- 23days annual leave rising to 26 with service
- Holiday Purchasing (up to 5 days per year)
Company
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin employing approximately 5,700 people in its worldwide businesses. Brady’s fiscal 2022 sales were approximately $1.30 billion
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