Technical Support and Warranty Admin

As a Technical Support Administrator you will work closely with the Technical Support and Warranty Teams by conducting tasks such as taking calls, raising tickets, collating ticket information, resolving general queries and escalating issues to the appropriate teams as appropriate. As part of this role you will both own your own processes and work with others to support wider department needs. The individual therefore needs to be highly independent, working well both on their own and with wider teams and across departments. As you complete your onboarding, you will gain knowledge and develop a technical awareness to support you in troubleshooting and resolving frequent queries.

You will log incoming tickets via phone call and email and assign cases to the team via our Ticket Management System quickly and accurately to ensure we maintain our customer service standards. Ongoing management is also important, making sure we are keeping our customers up to date on the ticketing status and any resolutions communicated. Building rapport with customers and providing excellent customer service is key to this role.

As a member of the Technical Support and Warranty Team you will follow standard processes for the logging, escalation and resolution of technical tickets and task requests raised by customers and colleagues. You will co-ordinate with other internal teams to reach the best possible outcomes for customers. As part of our culture of continuous improvement and innovation, you will contribute to the development and implementation of new and improved processes to ensure the department is always working at its best.

Success in this role will come from a strong ability to manage administrative tasks efficiently, particularly around raising support tickets, maintaining accurate documentation, and supporting internal processes. While deep technical knowledge is not required, a general understanding of telecare products will be important. The ideal candidate will be detail-oriented, a clear communicator, quick to learn new systems and processes, and capable of handling multiple tasks within a busy support environment.

This is an excellent opportunity for someone passionate about technology and administration who is eager to develop. You will play a key role in providing administrative support, handling telephone enquiries, and resolving support tickets. You'll help maintain processes that support yourself and the wider Technical Support team to deliver exceptional service to customers., As a Technical Support and Warranty Administrator, you will:

· Be responsible for the intake and logging of all warranty returns.

· Complete initial investigation of warranty returns and escalate where necessary.

· Maintain updated records on relevant systems (Hubspot, Cloud Portals, and Access Database), according to our internal processes

· Collate ticket information, including complete log pulls for technical investigations of warranty returns.

· Completing the SIM deactivation and Activation Process upon customer requests

· Take calls and log tickets from customers helping to resolve general queriers and basic issues, escalating those that require more attention.

· Provide configuration/firmware updates for customers

· Log, track, and update actions within the CRM ensuring escalation points and responses are in line with criticality and business SLA's.

· Create and maintain documentation and guidance for department

· Ensure all issues/calls/tickets are properly logged with detailed and auditable action logs and information.

· Contribute to the update and streamlining of the role and its processes.

· Develop and maintain professional and empathetic relationships with our customers and partners.

Do you have experience in Technical support?, · Experience with CRM systems (HubSpot or similar)

· Confidence with Microsoft Excel (Data Entry, Data Quality, Data Analysis)

· Independent Administrative Duties and Process Development

· Experience in creating and maintaining technical documentation

Person Profile

· A passion for excellent customer service

· Interest and aptitude for technology

· Proactive attitude toward personal and professional development

· Communicate well with stakeholders and across departments

· Follow set processes and provide feedback on improvement areas

· Great communication skills both via written and spoken form

· Ability to talk through technical projects either from a professional or personal standpoint

· Can work and be calm under pressure

· Recognise trends and feed ideas and improvements to the management team

· Have excellent attention to detail

· Successfully prioritise and manage complex workloads

· Methodical approach

· Problem Solving

· Personable and Professional Manner

We are proud to invest in our greatest asset, our people, with comprehensive benefits package includes competitive salaries, health and wellness programs and ongoing development opportunities., Job Types: Full-time, Permanent

Pay: £25,100.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Enhanced maternity leave
• Enhanced paternity leave
• Free fitness classes
• Free or subsidised travel
• Sick pay
• Store discount

At Chiptech, we don't just build technology; we craft opportunities for growth, innovation, and success. As a dynamic force in the ever-evolving landscape of technology, Chiptech is more than a company, it's a community of passionate individuals committed to pushing boundaries and driving change. Chiptech thrives on a culture that values initiative, fosters creativity, and rewards results. We believe in the power of diverse perspectives and collaborative minds working together to solve complex challenges. When you join Chiptech, you become part of a community that values your unique skills and contributions.