Customer Support Assistant

Customer Support & Admin Assistant

Location: Office based - Lapworth, Warwickshire (Head Office)

This is a Permanent role, working Monday to Friday from 9am to 5:30pm.

This is a wonderful opportunity to join a fantastic business, who provide market leading technology to support care companies and families with technology and services aimed at assisting individuals in living independently and safely at home. They work closely with approximately 70% of local authorities across the UK, aiding in care assessments and delivering long-term sensor technology to facilitate effective support when required.

The Customer Support Assistant role provides first-line customer support for customers that have purchased products and may have some questions on how to set it up correctly and how to run data reports from the system. 

Training will be provided on the products they supply and you'll work as part of a Customer Support Team.

Main Responsibilities and Duties:

• Provide excellent service and support through our customer helpline, addressing technical queries and troubleshooting effectively.
• Develop competency in understanding and discussing charts and systems with customers.
• Assist in system maintenance, conducting daily checks and coordinating with customers and internal teams.
• Monitor technology for our clients through daily chart and system checks. 
• Generate chart summary reports and communicate findings to customers.
• Follow up on inquiries and coordinate parts dispatch as necessary.
• With training, to be able to install technology in supported living care settings when required. 
• Maintain high standards of customer service and administrative processes, ensuring timely action and accurate record-keeping within our quality framework.
• Perform additional administrative tasks to support business operations, growth, and quality delivery.

Skills and Qualifications:

• Exceptional verbal and written communication skills.
• Friendly, calm and efficient telephone manner.
• Strong problem-solving skills and takes ownership of tasks
• Proficient IT skills.
• Detail-oriented and well-organized.
• Willingness to travel to visit supported living care settings when required. 
• A team player with a proactive attitude and the ability to work independently.
• Dedication to operational excellence.
• Interest in technology.
• Must have daily access to a vehicle, as there are no public transport links in the area.
• Subject to successful completion of Enhanced DBS and PVG checks.