Technical Support Officer

The Back Office Technical Support individual will be responsible for providing technical and administrative support to both customers and internal teams, ensuring efficient resolution of issues, processing of data, and contributing to the overall improvement of operational delivery within the manufacturing environment., * Handle inbound queries from customers and service partners, ensuring timely resolution or escalation.

• Investigate and process quotations, proposals, issues, complaints, bringing them to closure within agreed SLAs.
• Produce operational reports and ad hoc analysis to monitor performance against KPIs and SLAs.
• In collaboration with the commercial manager maintain and update CRM systems and internal databases accurately.
• Collaborate with teams and management to ensure compliance with company standards and client requirements.
• Production of weekly operational reports and other ad hoc analysis.
• Creating and regularly publishing a portfolio of operational reports to support internal teams to drive improvements in performance delivery.
• Providing associated commentary and understanding to ensure educated decisions can be made from the data.
• Comply fully with existing business processes.
• Ensuring performance is monitored against the contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
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• Technical & Analytical Skills: Proficient in Microsoft Office (Excel, Word, PowerPoint), CRM systems, and data analysis.
• Communication: Clear, professional communication with customers and internal teams.
• Problem-Solving: Ability to investigate issues, identify solutions, and make sound decisions.
• Planning & Organisation: Prioritise tasks effectively in a fast-paced environment.
• Customer Service: Strong focus on delivering excellent service and managing escalations.
• Adaptability: Open to change and proactive in improving processes., * Essential: GCSE (or equivalent) in Maths and English.
• Previous experience in technical support or administration.
• Strong IT skills
• Desirable familiarity with CRM systems.
• Knowledge of data analysis and reporting tools.

Personal Qualities

• Professional appearance and attitude.
• Self-motivated, proactive, and flexible.
• Strong attention to detail and accuracy.
• Commitment to company values and team goals.

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