Technical Customer Service Executive

About Kingspan Water and Energy Kingspan Water and Energy, part of the Kingspan Group PLC, strives to be the industry leader in driving global change in the design and manufacture of sustainable ways of storing and protecting water and energy. We provide expert environmental solutions for high performance buildings and infrastructure including: Water Management Solutions, Diesel, AdBlue, Oil and Agri storage solutions, Hot Water Cylinders, Service and Telemetry. Kingspan’s mission is to accelerate a net zero emissions future with the wellbeing of people and the planet at its heart. We seek to empower our communities by giving access to work, training and skills through employment with us. Our People Passionate Strategy focusses on developing our inclusive culture to enable our people to do their best work together as well as to grow and transform themselves and the built environment sustainably, underpinned by ethics and integrity. About the role Kingspan Smart Monitoring are global leaders in on-site tank monitoring systems, having invested in, and driven technological innovation across the sector for the last 20 years. This role will provide 1st Line support to our customer base, diagnosing and triaging issues, resolving them where possible and passing on detailed technical descriptions of problems to the 2nd line support when required. You will be required to deliver support to both new and existing customers either via telephone or email and deliver Customer Service excellence in line with business values and objectives. Key Responsibilities Customer Service

• Responding to customer enquiries via phone, email or help desk in line with our Customer Service Guidelines.
• Develop and maintain relationships with existing key accounts and assisting in the onboarding requirements of new customers.
• Work with production, transport department, scheduling, service engineers to ensure the timely despatch of orders and completion of site visits.
• Managing customer requirements via our integrated ERP, software, and helpdesk systems.
• Achieve KPI Targets as set by the Customer Service Manager/Line manager.
• Liaise on a day-to-day basis with field engineers to provide knowledge and support to close off jobs.

• Provide 1st line technical support to customer queries and work with 2nd & 3rd line support, product managers and software development teams.
• Take ownership of user problems, perform a technical diagnosis and fix the issue remotely.
• Document all calls on Jira helpdesk system and mange through to satisfactory closure.
• Develop a full technical knowledge of Smart Monitoring products and services, hardware, software systems and delivering ongoing customer training.
• Identifying and reporting on aftersales and technical issues.
• Identify and document product and software issues for review and validation.
• Operate within SLAs and prioritise the level of support needed based on same.
• Promote high standards of health, safety, environmental, quality and product compliance, ensuring that compliance is an integral part of the business.

• Proven and demonstrable experience within a software-based customer service role dealing with calls and queries within a formal customer service environment e.g. a helpdesk, call centre etc

• Five GCSE passes (or equivalent) including English and Maths
• Excellent telephone manner and communication skills both verbal and written.
• Excellent organisational and planning skills.
• Strong customer focus and attention to detail both face to face and on the phone.
• Excellent IT Skills – MS Office/Excel experience are crucial (highly IT Literate).

• Experience in a sales or aftersales environment and database management MSSQL
• Telecommunication industry experience, SMS, GPRS, NB-IOT, Cat-M etc
• Experience of working with cloud technologies
• Experience of network protocols – TCP/IP, SMTP,
• Process and project management skills and experience are a distinct advantage