Job Role: Technical Support Engineer

Technical Support Engineer

Full-time Role
Contract: Permanent

Hybrid Working - 1 to 2 days a month based in our Altrincham Head Office
Cannock / Midlands based office available

Working hours: Full time, Monday-Friday
Experience Level: not defined‍

The Technical Support Engineer is a technical expert who acts as the primary contact between different support teams and core engineering teams. They handle work requests (which can be internally or externally generated) while regularly updating internal and/or external customers. The Technical Support Engineer will handle work requests directly.

The Technical Support Engineer will have a proven record of customer satisfaction, a reference point for the entire team on various projects and is able to resolve most of the items escalated from the previous support teams.

‍About you:

‍You are excited about working for a sustainably focused, eco-friendly company that is fast growing with no signs of slowing down. You have strong analytical, and problem-solving skills and are a creative thinker.

What we're looking for:

‍The ideal candidate will be an experienced 1st/2nd line technical support engineer from a managed service provider and / or technical support background. You will be a motivated and a natural problem solver with the ability to work in a fast-paced environment. A passion for technology and providing outstanding customer service is essential.

Day-to-day, you will:

• Provide high-level customer service via chat, telephone or email.

• Writing, editing, and revising knowledge based articles

• Take initiative and support continuous improvement of our customers experience by 

   proactively identifying case trends, researching potential challenges and creating 

   solutions.

• Proactively identify any risks to service and the consequences to Gravitas International.   

•  You will drive and escalate mitigation.

• Ensure that the quality of the support meets The Gravitas International Service standards 

  by delivering against and exceeding your objectives.

Your skills and experiences might also include:

• An ability to grasp technical concepts and new product functionality quickly.

• Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.

• You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.

• A good communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.

• You work at pace, are goal oriented and have a strong delivery focus.

• You remain calm and professional when handling challenging queries

• Have enthusiasm in busy periods and ability to work in a team

Responsibility Overview:

• Provide telephone, email and remote support for our distributors and customers.
• Apply knowledge and questioning techniques to identify, diagnose and resolve customers’ problems.
• Enhance the quality of service delivered to our customers.
• Provide support for internal and external customers
• Provide general process analysis and make recommendations for improvements
• Present complex technical information to non-technical audiences
• Provide accurate and complete problem resolution documentation for future reference and management reporting
• Take part in the creation and maintenance of knowledge base data
• Continually increase subject matter knowledge on Gravitas products
• Interact with other Gravitas International teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls
• Form part of the Technical support team for all general, service & technical escalations
• Daily proactive checks and alert management through the use of Insightly
• Accurately record and assess any queries raised on our CMS system
• Post-Sales Support and Service Delivery where applicable
• Act as the first point of contact for any technical or end user issues raised
• Prioritisation and management of workload
• Ability to communicate clearly and efficiently with third parties
  
  ‍

Gravitas International‍

Gravitas International design, manufacture and distribute sustainable, environmentally friendly products that are made in the UK. We focus on innovation and sustainable solutions to enhance the working environment around us.

Teamwork, Reliability, Innovation, Flexibility, Family Ethos, Quality

These are our key principles at Gravitas International Ltd. We recognise that it is our people who are at the very centre of our business and their behaviour and attitudes that are crucial to the company’s success. The Gravitas way embodies the purpose and values which inform our way of working daily. In a nutshell, it is a restless ambition, a continuous striving to challenge the status quo and do things better. Adopting its principles in the way we think, work and act will support us in our aim to build a better, more sustainable future for the business.

‍

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, Gravitas International recruits based on merit, qualifications and abilities. We are committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, colour, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Gravitas International will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

For additional information or questions about this role or for further career opportunities with Gravitas International please email info@gravitasint.com, alternatively call our friendly customer care support service on: 0161 980 1016 or visit our website at www.gravitasint.com

Please only apply if you have the right to work in the UK without sponsorship now or in the future.

Please note that due to the high volume of responses we receive, only successful applicants will be contacted.
‍

Join the Herd!

‍