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Customer Support Technician

Level: IC2

Reporting To: Head of Customer Support 

Department: Customer Support

Location: Huntingdon


Purpose of Role:

To be the first line of customer technical support for Xaar products with a primary focus on Megnajet’s Fluid Management Systems. Assisting internal and external customers with technical problems when using our products and services. Resolving customer queries, recommending solutions and guiding product users through installation, features and functionality.

Provide administration for our customer support portal ensuring cases are correctly recorded, understood and assigned to technical staff and reporting on performance to Senior staff.

Reports to: Head of Customer Support

Key Accountabilities

  • Respond to customer queries in a timely and accurate way, via phone, email, customer portal or at customer site.
  • Analyse and report product malfunctions to enable appropriate action (remote support, visit, RMA etc)
  • Update our internal databases (Salesforce) with information about technical issues and useful discussions with customers
  • Ensure all (Xaar and Megnajet) customer cases are understood, assigned and being worked on in a prompt manner and complex issues are escalated to the appropriate level
  • Monitor department performance using metrics from Salesforce (cases).
  • Share feature requests, effective workarounds and improvements with team members and Product Management.
  • Inform customers about new products, features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with Product Management, Sales and Marketing teams

Key Internal Relationships:

Head of Customer Support, Field Applications Engineers, Sales Account Managers, Product Managers, R&D, Systems Engineer (Megnajet), Technical Manager (Megnajet)

Key Challenges:

  • Customer communication is paramount, regular updates on projects from customers and problem resolution to customers needs to be clear and regular.
  • Patience when dealing with complex or tough cases and ensuring the correct level of internal support is given.

Personal specification:

  • Excellent communication and problem-solving skills
  • Clear reporting and data gathering/capturing techniques
  • Great at time management
  • Multi-tasking abilities

Qualifications and experience:

  • Experience in Technical Customer Support or
  • High degree of technical aptitude and communication
  • Understanding of how CRM systems work is desirable
  • Experience using help desk software and remote support tools is desirable
  • Familiarity of inkjet industry is a desirable

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