Technical Support Specialist - South East UK

Job Description

The Role

  • Accomplishing company objectives and meeting KPIs
  • Managing and settling Technical Support Enquiries accepted from customers and distributors.
  • Up-keeping company CRM system
  • Providing training and demonstrations to customer
  • Communicating with service engineers to book repairs and maintenance of equipment at customer sites.
  • Understanding of the Company’s technology and product portfolio

Duties & Responsibilities:

  • Take incoming calls from customers and give technical aid by phone or onsite depending on the application, use, and up-keep of instruments, kits, protocols, and software.
  • Support installs and start-up of systems, run samples, and to meet customer requirements. Supply instrument, product, and software training to end users.
  • Initiate trouble-shooting activities to solve customer queries.
  • Ensure that customer complaints are logged and solved/followed up in a timely manner.
  • Ensure that CRM is updated with accurate customer information.
  • Maintain effective communication with management and relevant staff

The Person

  • Strong presentation / communication skills over phone & VC
  • Ability to work independently and as a part of a team
  • Excellent Understanding of Molecular Biology (qPCR, Multiplexed-PCR)
  • Highly organised and attentive to detail
  • Keen to analyse data and trouble-shoot
  • Self-motivated
  • Ability to produce reports and evaluations