Customer Support Assistant

Job Description
Customer Support Assistant
Team: Customer Support
Location: Office based - Lapworth (Head Office)
Reports to: Technical Director
Contract: Permanent, Monday to Friday, 09:00-17:30
Our client provides activity monitoring technology and services aimed at assisting individuals in living independently and safely at home. They work closely with approximately 70% of local authorities across the UK, aiding in care assessments and delivering long-term sensor technology to facilitate effective support when required.
The Customer Support Assistant role entails delivering first-line technical support to customers. Handling telephone and email inquiries, the candidate will also be responsible for producing chart summary reports with appropriate training.
Main Responsibilities and Duties:
Provide excellent service and support through our customer helpline, addressing technical queries and troubleshooting effectively.
Develop competency in understanding and discussing charts and systems with customers.
Assist in system maintenance, conducting daily checks and coordinating with customers and internal teams.
Generate chart summary reports and communicate findings to customers.
Follow up on inquiries and coordinate parts dispatch as necessary.
Maintain high standards of customer service and administrative processes, ensuring timely action and accurate record-keeping within our quality framework.
Perform additional administrative tasks to support business operations, growth, and quality delivery.
Skills and Qualifications:
Exceptional verbal and written communication skills.
Friendly and efficient telephone manner.
Strong problem-solving and multitasking abilities.
Proficient IT skills.
Detail-oriented and well-organized.
A team player with a proactive attitude and the ability to work independently.
Dedication to operational excellence.
Interest in technology.
Must have daily access to a vehicle, as there are no public transport links in the area.
Subject to successful completion of Enhanced DBS and PVG checks.
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