Senior Technical Support Analyst (Gas Detection)

'Recruiting for your future success’

Our Client is a world leader in the development and manufacturing of wirelessly connected safety products. Their products are designed to save lives and monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of the planet.

They are now seeking a Senior Technical Analyst to join their dynamic and collaborative Technical Support team. The Senior Technical Analyst will play a crucial role in resolving complex technical issues and providing innovative solutions to customers.

Senior Technical Support Analyst

£40-£50k (DOE) | Mon-Fri 8:30-5 | Hybrid working (remote considered) | 25 days holiday | Occasional Travel | Bilingual (French/Spanish/Italian/Arabic) preferred, not essential | Excellent Company Culture & Benefits | Friendly, Supportive Team |

The successful candidate will believe in a customer-focused company and want to be part of a team that provides world-class customer experiences. By 'Going the extra mile’ you support your team to produce high-quality results to ensure customers are safe. Innovation is part of your DNA and drives you to find solutions to everyday challenges. You are resilient and do not shy away from new or changing priorities. Your logical approach contributes to meeting the company’s service level by overcoming obstacles quickly and with integrity. You demonstrate leadership with your positive attitude and desire to contribute to the company’s success in every detail of your day.

Duties (include but are not limited to)

• Provides technical expertise, guidance and escalation support to the first level Technical Support Analysts globally.
• Responds to technical support trouble requests pertaining to hardware, software, firmware, and network connectivity to meet department service levels.
• Liaises with the Quality and Engineering teams to highlight and resolve technical product issues.
• Identifies technical problem trends and collaborates with internal teams to validate, determine root cause, and take corrective action.
• Makes recommendation for product improvements to drive down customer trouble calls based on data from reported cases and feedback from within the company.
• On behalf of the technical support team, acts as project manager to understand and resolve problems, implement corrective steps & procedures, and introduce solutions to the Technical Support team.
• Conducts discovery calls with stakeholders relating to concerns with products and prepares professional recommendations for corrective action.
• Plans, coordinates, and travels to customer locations to assist with technical site planning and problem analysis.
• Supports the company’s Client Success Managers with customer key accounts to provide technical expertise where needed.
• Collaborate with the Sales Engineering team to answer and resolve complex technical questions and provide priority escalation support.
• Work with Product Management to support the implementation of new products and services within technical support. Acts as an advisor on the initiatives to ensure that the interests of customer care are considered as part of the change management process.
• Identify process improvements for the overall department and makes recommendations for improvements to our tools for troubleshooting
• Keeps accurate records of technical problem investigations within the department CRM (NetSuite) and JIRA tracking system. Provides regular updates to stakeholders on the status of problem resolution.
• Creates professional customer facing reports to explain outcomes of investigations and assists in the customer education process for better understanding of company products.
• Creates content to improve the company’s public support site and reviews existing content for accuracy.

Person Specification

• Minimum 5 years’ experience in a senior technical support or technical service capacity
• Technical diploma or degree from a recognized institution
• Demonstrated intermediate to advanced analytical skills and aptitude
• Understand wireless standards and configure wireless devices
• Ability to communicate technical issues to users of various backgrounds professionally, using appropriate language for the audience
• Advanced verbal and written business communication skills that are clear, concise, courteous, and professional
• Understand how to support, configure, manage and troubleshoot connectivity devices
• Intermediate to advanced application of analytics tools (Power BI, Tableau etc.) and ability to produce meaningful data
• Intermediate or higher skillset with Microsoft Office tools
• Understanding API and working with authentication and authorization
• Background reading electronic schematics and troubleshooting circuit boards considered an asset
• Experience working with and troubleshooting within a diverse technology portfolio; hardware, software, telecom, networks.
• Gas detection experience or knowledge is considered an asset
• Demonstrated project management and organizational skills
• Detail-oriented and thrives in a fast-paced environment
• Proactive in your approach to problem determination and resolution
• Ability to travel globally with a clean drivers abstract
• Fluent in written and spoken English.
• French, Spanish or other languages would be considered an asset

DBS/criminal records check to be carried out by employer: Yes

LIGHTHOUSE PERSONNEL LTD ARE A RECRUITMENT AGENCY WORKING ON BEHALF OF A CLIENT.

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.

If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our utmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.