Technical Support Advisor

 
Location : Edinburgh        Package :  Market rate
 
 

Reactec

Reactec are a privately owned SME with principle investors Archangels, an investment fund focussed on high growth technology businesses. The business was founded as a university start up in 2001 and took its first fully commercialised product to market in 2008. The product, aimed at a new market for protecting the health of employees using high vibration tools, was brought to market after new health and safety regulations around an occupational disease known as Hand Arm Vibration Syndrome.
 
Reactec were first to market and have subsequently maintained a position as industry leader with the most sophisticated offering which automatically collates detailed data on employee and tool utilisation with cloud based data storage and a web application for ease of data access and analysis.
 

Job Summary

Reactec are looking to recruit a Technical Customer Support Advisor to join them at their offices at 3 Cultins Road Edinburgh.
 
Reporting to the Operations Manager, the Technical Customer Support Advisor role will assume responsibility for providing initial front line support to customers by fielding customer phone calls, emails, and support requests through an existing ticket system.
 
The aim of the role is to filter all support requests and effectively triage in order to deal with each request in a timely and efficient manner. Start date for this role is the 8th of January 2018. 
 

What the Role Involves

  • Act as Reactec Ambassador and first point of contact for customers via phone calls, emails, etc.
  • Actively listening to and understanding the customers' needs.
  • Triage and prioritise all support requests. Resolving queries where possible and pulling from additional technical support where required.
  • Support calls can be of both a software (Analytics) and Hardware nature.
  • Guide the customer, and promote the use of various self-help resources available through our on line ‘Customer Zone’ i.e. quick start guides, reference material, FAQs.
  • Ongoing maintenance and development of the support ticket system structure and rules. Ensuring accurate and structured information is input.
  • Through analysis of support requests, generate real time Puerto of opportunities for improvement for both product and services. 
  • Work in collaboration with various internal teams and contribute to the continuous improvement of current products and services.
  • Initiate RMA service for customer when required.
  • Assist in the root cause of failure, and reporting for product returns.
 

Competencies

 
  • Excellent communication and influencing skills.
  • Previous experience in customer/ technical support role.
  • Technical competence to understand an electronic product with data services.
  • Training in specific Reactec products and services will be provided. 
  • Highly organised, logical and methodical approach to work.
  • Accuracy and attention to detail.
  • The ability to apply knowledge and sound judgement.
  • A positive attitude, encouraging and supporting others.
 
 
 

Testimonial:

AMEY North Lanarkshire - Gerry Kennedy, Roads Manager

“Before the HAVmeter, we relied on manual input, with a guy basically using his memory at the end of the day for the time that he has spent using vibratory tools. With the HAVmeter, we have an accurate, user friendly piece of kit which allows us to manage HAV more easily. It really is a Health and Safety Management tool. We have been able to make major savings through cutting out administrative costs.”