GARMIN (EUROPE) LIMITED
Product Support Specialist
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Product Support Specialist
Location: Southampton, office based
Hours: 40 hours per week, Monday - Friday, 08:30am - 17:30pm
Salary: £28,700 per annum
Excellent Benefits
All applicants must have Right to Work in the UK, Garmin do not offer sponsorship for this role. Full training is provided.
Purpose of the Job
This role exists within a busy call centre environment providing technical advice. You will be responsible for answering telephone and email and live chat enquiries from Garmin Europe consumers. Responsible for providing excellent quality advice in order to meet daily personal and team performance targets.
Key Duties & Responsibilities
- Respond to customer calls, emails, and live chat in a timely manner within the required performance targets of the department.
- Investigate customer’s problems, providing quality, accurate, and factual replies; escalating customer queries as required.
- Consistently maximize work output through efficient use of time and resources. Continually improve knowledge of the technologies developed by Garmin within the associate’s area of specialization.
- Identify growing problems and bring these to the attention of a Team Manager or Second Level Technical Support.
- Promote clear communications between Garmin Europe and its customers.
- Propose knowledge support articles for all members of the team to use.
- Ensure that ISO procedures are observed.
- Provide the Marketing department with support during the organisation and execution of shows as required.
- Other duties as and when requested by Manager.
- Ensure calls are handled according to department quality requirements, this includes, Call times, Hold times, and Wrap up times.
- Ensure customer emails and live chats are replied to within our set SLA’s with quality, accurate, and factual replies.
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Education & Experience
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- Experience of working in a customer focused environment, preferably on inbound calls, or in a technical support function.
- Excellent level of spoken and written English required as training is provided in English.
- A good telephone manner with the ability to adapt your response to the technical level of the customer; showing tolerance and professionalism at all times.
- Qualified to GCSE level or equivalent.
- An interest in gadgets and technology are a definite advantage as are interest in outdoor and fitness pursuits.
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