Salary: £30,000 per annumReports to: Team Leader
About the Role
We are looking for a Customer Support Specialist to join our Manchester team.
This is a varied role supporting our field engineers, customers and wider operations team. You will be the first point of contact for engineers while they are working on site, helping with technical checks, updating systems and making sure information is recorded accurately.
The role combines customer support, technical administration and operational support, so it would suit someone who enjoys a varied working day and is comfortable using different IT systems.
You don’t need to be an expert in all of the systems we use. Training will be provided, and there will be opportunities to develop your technical knowledge as you become familiar with our systems, equipment and processes.
Key Responsibilities
- Providing 1st and 2nd line support to field engineers and customers by telephone and email.
- Carrying out basic technical checks and level checks while engineers are on site and communicating the results back to them.
- Supporting engineers with basic router and equipment configuration by following pre-defined instructions and CLI commands.
- Updating Jira Service Management tickets to make sure site visits and work carried out are recorded accurately.
- Updating equipment and site information within Jira and other internal systems.
- Checking site information and identifying any incorrect or missing information.
- Updating shared trackers with information from engineer site visits.
- Supporting Project Managers with weekly and monthly reports, including information on site visits and equipment used.
- Supporting the return of equipment from the field through the company’s RMA process, including checking warranty information and preparing equipment for return to the manufacturer.
- Keeping customer and technical information accurate and up to date.
- Supporting colleagues within the Customer Support Team and wider business when required.
- Working with engineers, Project Managers and other internal teams to help ensure work is completed smoothly and efficiently.
- Helping to identify ways we can improve our processes and make things easier for our engineers and customers.
What We’re Looking For
We’re looking for someone who is organised, customer-focused and keen to learn.
You may already have experience in a customer support, helpdesk, technical support or office-based operations role, or you may be looking for the next step in your career and have a good understanding of IT systems.
You don’t need to have experience with every system listed below. We’re more interested in finding someone who is reliable, willing to learn and has good attention to detail.
Key Competences
- Confident and professional communication skills, both over the phone and by email.
- Good attention to detail and the ability to keep information accurate.
- Comfortable using computers and learning new systems.
- Able to follow instructions and processes accurately.
- Good organisation skills and the ability to manage a varied workload.
- Able to communicate technical or complex information clearly.
- Comfortable working independently while also supporting colleagues as part of a team.
- A positive and willing approach to learning new skills.
- Able to remain calm and professional when dealing with time-sensitive requests from engineers or customers.
- Comfortable using Microsoft Office, particularly Word and Excel.
- Previous experience in a customer service, customer support, helpdesk or administration role.
- Good written and verbal communication skills.
- Ability to organise and prioritise your own workload.
The following would be beneficial but are not essential, as training will be provided:
- Experience in a technical support or helpdesk environment.
- Experience using ticketing systems such as Jira Service Management.
- Experience supporting field engineers or technical teams.
- Familiarity with network equipment, routers or basic CLI commands.
- Experience with SCADA, telemetry or network monitoring systems.
- Experience working with technical or asset information.
- Experience producing reports or maintaining spreadsheets.
- Previous experience within telecommunications, utilities, infrastructure or a similar technical environment.
Why Join Us?
This is an excellent opportunity for someone who wants to develop their skills within a growing technical business.
You will work closely with experienced engineers and Project Managers and gain exposure to technical support, field operations, network equipment and project delivery.
Full training will be provided on our systems and processes, making this a great opportunity for someone with the right attitude who is looking to develop their career.
We’re looking for someone who wants to learn, get involved and grow with the role rather than someone who already knows everything.
- Free on-site parking
- Employee discounts & rewards
- Employee Assistance Programme
- 23 days annual leave
- 1-day a week remote working following successful probation
- 20% off on-site gym membership
EMR Integrated Solutions is a leading provider of communications, SCADA and instrumentation solutions. Working with industrial sectors as diverse as water, power, utilities, corporate business, broadcasting and public safety organisations, we have a track record stretching back to the early 1980s and a management team with a wealth of industry experience. Customers in Ireland, the UK and Europe have benefitted from our expertise, engineering know-how and project management capabilities and we have delivered on their behalf, large, complex, integrated solutions on time and within budget.
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