Technical Support Advisor

- We log, track, and manage all customer-reported faults using our CRM system, ensuring accuracy and completeness. - We provide first-line and second-line technical support to customers via phone, email, and remote access tools. - We diagnose and resolve system, network, and hosted service issues remotely wherever possible. - We access and maintain customer systems remotely for troubleshooting and maintenance purposes. - We maintain proactive communication with customers, providing regular updates on fault status and resolution progress. - We collaborate with internal departments to support efficient fault resolution and information sharing. - We liaise with third-party suppliers and vendors to escalate and resolve technical issues when required. - We verify customer maintenance contracts and account status before scheduling engineer visits. - We coordinate and manage field engineer schedules, including booking and organising site visits. - We ensure all fault-related activities are accurately recorded and updated within our engineering system and app. - We order necessary equipment for fault resolution and maintain accurate records of parts and usage. - We manage the return of faulty equipment to suppliers in line with our company procedures. - We maintain accurate and up-to-date records across our CRM systems and internal tracking tools. - We prepare and deliver regular weekly and monthly reports, along with ad hoc updates as required. - We maintain a strong working knowledge of our products, services, and supported technologies. - We identify process improvement opportunities and contribute to continuous service enhancement. - We build and maintain effective working relationships across departments. - We adhere to our Health and Safety policies and procedures at all times. - We maintain a clean, organised, and professional working environment.