Tier 2 Technical Support Specialist
FortiveKEY RESPONSIBILITIES
Providing front line customer support
• Provide high level customer service and support to different tiers of customers.
• Drives customer technical support and trouble-shooting issues through to conclusion by working
with the appropriate people/teams within Aeroqual and keeping the customer informed
throughout.
• Answers customer support tickets and ensures agreed service levels are met.
• Hands off service RMA jobs to the Service Technician function.
• Ensures service, warranty, and repair information is captured and searchable in our ticketing and
quality management system.
• Submits warranty claims for approval.
• Stays alert to issues that may be recurring and elevates them through the agreed procedures.
• Explains the background to customer issues to the engineering team, and helps to pull together
data when required.
• Recommends appropriate fixes from a customer viewpoint and the best way that these should be
rolled out to affected users.
• Some field work (including installation, maintenance, or training/trade shows) may be required.
Improve customer support systems and procedures
• Identifies, develops, and proposes initiatives which will increase efficiency and effectiveness in
post-sales support of customer accounts across the business.
• Looks for ways to improve our understanding of customer support needs and communicates this to
stakeholders in the business.
• Follows the Support procedure in the company quality management system, and suggests ways in
which it can be improved.
• Learns the IT systems that underpin Support and suggests ways in which they can be improved.
• Look for opportunities to drive revenue from existing customers during the support process.
Be a great team member
• Takes the lead on complex customer support issues, working with all stakeholders (both internal
and external) to get a win-win result.
• Keeping communication levels high within the team and between this team and other teams.
• Be the go-to person for other teams to come to if they need input or to work through an issue with
the tech support.
• Proactively identify opportunities and risks that the support team can leverage or mitigate and
propose initiatives to address.
• Fulfilling reporting responsibilities.
Quality Improvement, Health, Safety and Wellbeing
• Effectively engage in utilising the Quality Management System by aligning performance to policy,
procedures, and guidelines
• Actively identify continuous improvement areas within the QMS and other key working spaces,
• Actively take steps to minimise safety risks by identifying and reporting potential work hazards,
• All health and safety concerns are managed within appropriate timeframe and delegation,
• Health, Safety and Wellbeing is proactively promoted across departments.