Rubicon Consulting is currently recruiting for Customer Support Representative on a 6 Month Contract, based in Staffordshire.
Role Summary
The successful candidate will be providing customer support, end‑to‑end ownership of the RMA (Return Material Authorisation) process, answering customer queries covering Client installed Protection and Control systems.
In this role the suitable candidate is expected to work with defined parameters to make decisions, apply concepts to issues of low to moderate complexity, and resolve issues through immediate action or short-term planning.
Key Responsibilities
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Execute the review, analysis and resolution of assigned customer application enquiries and adhering to business standards, practices, procedures, and product / deadline requirements.
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Assist the Service team with timely management of the service agreement inquiring log and ensuring regular follow-ups towards providing a solution aligned with the agreed contract terms.
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Coordinate with the Lead Application Engineers and ensure timely management of Level 1 and Level 2 inquiry log.
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Log, track, and manage incidents and service requests using a ticketing system
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Escalate complex issues to senior support teams or vendors when required
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Manage the end‑to‑end RMA process.
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Analyse data collected to identify trends, patterns, and anomalies.
Job Requirements
Incident Triage:
First-Level Support:
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Provide initial troubleshooting guidance to customers over the phone or via remote assistance.
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Utilize knowledge bases, FAQs, and troubleshooting guides to resolve common issues.
Escalation:
Customer Communication:
Knowledge Management:
Requirements
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Proven experience in a technical support or IT helpdesk role.
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Strong knowledge of computer hardware and operating systems.
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Ability to organize, prioritize and achieve milestones and deliverables.
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Familiarity with SAP system
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Effective problem identification and solution skills.
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Sound judgment, levelheaded under pressure, with an ability to work on multiple enquiries simultaneously.
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High energy, positive individual, strong interpersonal/negotiation skills.
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Excellent verbal and written communication skills with a strong customer focus and ability to cooperate with the different departments.
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A rigorous team working approach with a high level of self-motivation, flexibility, and self-learning attitude.
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Must be a motivator, self-starter, and dedicated team player with a sense of urgency and an ability to work to tight deadlines.
Our Company
Rubicon Consulting is a Talent management consultancy which helps you to optimise business performance and competitive advantage by choosing the right people first time
