Customer Support Engineer

Overview

Frontline IoT support for commercial kitchen appliances, handling queries and troubleshooting.

Key Responsibilities

• zendesk support
• customer onboarding
• issue resolution
• data monitoring
• knowledge base
• performance reporting

Tasks

-Handle customer queries related to IoT devices, connectivity, and software via Zendesk. -Assist in customer onboarding and training on IoT system usage. -Collaborate with internal teams, including engineering and triage, to ensure prompt issue resolution. -Troubleshoot and resolve IoT-related technical issues, escalating when necessary. -Proactively identify any issues within the data and maintain tracking of customer issues. -Document interactions and update knowledge base articles to assist users. -Monitor IoT and kitchen appliance system performance and report on key metrics.

Requirements

• problem solving
• zendesk
• iot
• excel
• customer support
• kitchen appliances

What You Bring

Job Overview: We are seeking an experienced customer service professional to join our team The ideal candidate will have strong attention to detail, excellent communication skills, and a deep understanding of customer service principles. This role provides frontline customer support for IoT services, assisting customers with queries and troubleshooting commercial kitchen appliances, IoT devices and networks, and ensuring a high level of customer satisfaction. Familiarity with the catering industry sector and commercial kitchen appliances is preferred/ideal. -Excellent problem-solving and communication skills. -Familiarity with the catering industry sector and commercial kitchen appliances is beneficial. -Ability to work collaboratively in a fast-paced environment. -Good analytical skills. -Proficiency with customer support tools (e.g., Zendesk). -Familiarity with IoT devices, sensors, and connectivity (WiFi, 4G/LTE, LoRaWAN) is advantageous. -Strong Excel user. -Experience in a customer support or technical support role.

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Benefits

The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression. -Flexibility to work weekends on a shared rota.

About The Airedale Group

-Founded with a vision to provide exceptional engineering solutions across various industries. -Specializes in delivering complex projects in sectors such as energy, water, and infrastructure. -Has earned a reputation for tackling large-scale industrial and commercial projects with precision. -Focuses on innovation, offering cutting-edge technologies to meet evolving market demands. -Renowned for its expertise in sustainable engineering practices, transforming communities through impactful solutions. -Has a proven track record of successful project completions in both the private and public sectors. -Known for working with major clients across the UK and internationally, including utilities and infrastructure leaders. -Committed to continuous growth, expanding its capabilities to include new sectors and emerging technologies. -Has a strong history of strategic partnerships, enabling the company to deliver high-quality projects on time.

Sector Specialisms