Customer Support Representative

Rubicon Consulting is currently recruiting for Customer Support Representative on a 6 Month Contract, based in Staffordshire.

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.

• Execute the review, analysis and resolution of assigned customer application enquiries and adhering to business standards, practices, procedures, and product / deadline requirements.
• 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.
• Coordinate with the Lead Application Engineers and ensure timely management of Level 1 and Level 2 inquiry log.
• Log, track, and manage incidents and service requests using a ticketing system.
• Escalate complex issues to senior support teams or vendors when required.
• Manage the end‑to‑end RMA process.
• Analyse data collected to identify trends, patterns, and anomalies.

• Receive and log customer support requests.
• Assess the severity and complexity of issues to determine the appropriate response.

• Provide initial troubleshooting guidance to customers over the phone or via remote assistance.
• Utilise knowledge bases, FAQs, and troubleshooting guides to resolve common issues.

• Escalate complex issues to higher‑level support or specialised teams when necessary.
• Document the escalation process and communicate with customers about next steps.

• Maintain clear and professional communication with customers throughout the support process.
• Provide updates on issue resolution and follow up to ensure customer satisfaction.

• Contribute to the development and maintenance of knowledge bases and troubleshooting documentation.
• Share insights and solutions with the support team to improve overall efficiency.

• Proven experience in a technical support or IT helpdesk role.
• Strong knowledge of computer hardware and operating systems.
• Ability to organise, prioritise and achieve milestones and deliverables.
• Familiarity with SAP system.
• Effective problem identification and solution skills.
• Sound judgement, level‑headed under pressure, with an ability to work on multiple enquiries simultaneously.
• High energy, positive individual, strong interpersonal/negotiation skills.
• Excellent verbal and written communication skills with a strong customer focus and ability to cooperate with the different departments.
• A rigorous team‑working approach with a high level of self‑motivation, flexibility, and self‑learning attitude.
• Must be a motivator, self‑starter, and dedicated team player with a sense of urgency and an ability to work to tight deadlines.