Customer Support Team Member

A customer supporting team member reporting to the Client Services Manager, representing the MEP Application Support Team via communication channels. The role involves supporting and understanding the needs of our customers and applications (Prodesign, Protect, Singlecable & PowerNET) to provide a quality support service, problem solving electrical design and calculation queries with a focus on emerging 3D applications. Ownership of customer issues and queries ensuring timely, successful resolutions or escalation of those is a significant part of this position.

Key Exciting Responsibilities:

• Predominantly a first line role solving calculation and regulation queries from clients, there will be a commitment to answer incoming support calls, emails and internal requests courteously and within defined timescales as and when required.
• Provide problem solving service for customers relating to electrical design calculations using BS 7671 standards.
• Contribute to initiatives to improve internal processes. To ensure these processes are adequately documented and all relevant staff adequately trained and briefed.
• Adhere to all departmental processes.
• Record time spent on work and complete customer support tickets, including defects/bugs on the CRM database.
• Liaise with internal and external support staff and developers to understand customer issues and where appropriate, propose, plan and manage the implementation of the solution working directly with all parties.
• Other duties as required.

Essential Skills & Experience:

• Electrical Design/Support Engineer experience with a minimum of 12 months in a similar or support role.
• Degree educated or relevant experience essential.
• Any Revit/AutoCAD knowledge would be a distinct advantage.
• Appreciation and good understanding of Electrical British Standards and regulations (BS7671).
• Good interpersonal skills, with the ability to reason, influence and negotiate between the various stakeholders.
• Proven collaborative working experience in managing multiple concurrent issues and liaising with other departments and stakeholders.
• Assisting in the resolution of customer reported defects/issues to ensure satisfactory completion in accordance with company procedures.
• Proven ability to identify bugs, find the root cause of defects as they are found, collect data and analyze reasons and report issues in a clear and understandable manner.
• Have strong time management and organizational skills.
• Be able to communicate complex electrical concepts to all levels of the organization and external customers.