Technical Support Assistant – Job Ref: TSE

The Role:

We are seeking an individual with a dynamic personality to provide first-line software technical support by email and telephone for our diverse portfolio of scientific, engineering and bibliographic packages. You will be part of an enthusiastic team supporting and promoting our range of technical software.

This is a first line software support position and is not suitable for those wishing to undertake a mainstream / Windows / desktop support or system administration role. This is a permanent, full time office based position in Letchworth, Hertfordshire.

The ideal candidate may have recently finished an Engineering or Scientific course at University or Technical College and be looking for their first permanent role.

This role includes the following responsibilities:

• Providing prompt post-sales support to customers via telephone and email using a range of knowledge sources both printed and web based
• Providing pre-sales product support for prospective customers, e.g. discussing product specifications, potential applications and liaising with colleagues in the sales team
• Liaising with our suppliers development teams to assist them in resolving problems and improving software functionality
• Assisting in the production of support materials such as FAQ’s, knowledgebase articles and web site content
• Recording known incidents and common solutions on our CRM system and ensuring a timely solution to all incoming support enquiries.

Attributes/Requirements:

• Customer oriented with the ability to maintain a courteous and professional attitude at all times.
• Good working knowledge of Windows, Microsoft Office software. Familiarity with Macintosh OSX would be advantageous
• A logical approach to problem solving
• Good communication skills including excellent written and spoken English
• Excellent telephone manner
• The ability to handle multiple tasks in an organised and conscientious manner
• Prepared to provide ideas and use customer feedback to improve our literature and future marketing campaigns
• Willingness to contribute actively and positively in team meetings
• You may have some experience of our range of software applications
• The ability to work independently and flexibly
• You will be expected to gain a broad appreciation of the complete range of products offered by Adept Scientific

To apply for this role send a covering letter and your CV to:
Aileen Brown (direct line 01462 489133)
Adept Scientific plc
Amor Way, Letchworth
Herts SG6 1ZA
Email: aileen.brown@adeptscience.co.uk