Technical Support Representative

Hexagon
Full time Full day
Aberdeen
Overview:


Hexagon's Autonomy & Positioning division, is looking for a Technical Support Representative to join our high-tech engineering and manufacturing company that is committed to customer service excellence and continuous improvement based in our Aberdeen office. Reporting to the 24/7 Customer Support Manager, the position will an integral part of the newly formed 24/7 support team, which specialise in front line support of our products and serivces. Once the team is fully staffed the successful candidate will take part in shifts, being 12hrs, on a 4 day on 4 day off rotation. If you thrive on providing high quality customer support, this role could be for you.



Hexagon’s Autonomy & Positioning division is a global technology leader, pioneering end-to-end solutions for assured positioning on land, sea, and air. We are an industry leader recognized for technical innovation, unsurpassed quality, and industry-leading customer support. Our organization is a dynamic, fast-paced, highly collaborative environment
Responsibilities:

As a Technical Support Representative, responsibilities include:

  • Answer incoming calls and emails from the world-wide customer base looking for system, product and/or application support

  • Complete case logging activities in our case management system

  • Interact with customers to review and prioritise support cases as per SLA’s whilst setting customer expectations

  • Solve customer inquiries and requests that have known solutions

  • Use your basic understanding of our highly technical GNSS products to triage and assign incoming cases

  • Escalate support cases to 2nd tier Core Support as required

  • Issue service notifications

  • Identification of mass impact events

Qualifications:

Must have:

  • Technical Diploma (i.e. Technology related)

  • Experience working directly with customers, preferably in the delivery of support or services

  • Exceptional interpersonal skills and ability to get along with others

  • English fluency with excellent verbal and written skills


Key Success Criteria:

  • High attention to detail and highly organised

  • Strong multitasker with keen ability to prioritise

  • Outgoing and energetic with exceptional people skills

  • Comfortable working individually but know when to ask for help

  • Work well in a collaborative environment


Nice to have:

  • 2+ years' experience working in a highly Technical Support capacity

  • Frontline support or Helpdesk experience

  • Basic understanding of GNSS products

  • Experience with SalesForce as a CRM

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