Customer Support Coordinator

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Vicon is the world leader in Motion Capture, developing high-performance software and innovative hardware products for the entertainment, engineering, and medical industries. Vicon systems are a crucial tool for measurement and 3D tracking for cutting-edge science including biomechanics, robotics, and virtual or augmented reality. Vicon products have been used in many major feature films, video games, and commercials. We have offices in Oxford, Denver, Los Angeles, and Auckland.

Vicon Motion Systems Ltd is a subsidiary company of Oxford Metrics (OMG plc).

We have an immediate opening for a Customer Support Coordinator to join the Support team in our Yarnton office. The principal role is focused on ensuring the continuation of our high-quality service delivery. Working closely with the Support team scheduling any support resources or tasks. This includes time on Support, demos, conferences, installation & testing.

This role will give you the ability to work across a variety of tasks, both desk-based and physical activities related to the management of spaces and equipment in a busy environment that requires you to be organized, prioritize tasks, and work quickly.

Most importantly, you will have a passion for working with our team, technology, distributors, and customers directly.

Responsibilities

Main Responsibilities:

• Post-sale coordination for the fulfillment of installations and training services.

• Liaising directly with customers to gather information for technical staff.

• Ensure all engineer time is arranged, delivered , and followed up with up-to-date information is available at all times for technical staff, management, and finance team.

• Respond within SLA to customer support cases and distribute the tasks fairly to appropriate technical or administrative staff.

• Data entry into CRM system of all sold hardware, software, and contracts

Responsibilities

• Providing customers with software licenses

• Responding to calls and cases where appropriate, or passing to the relevant support or sales engineer

• Scheduling of internal tasks requiring support engineers

• Arranging equipment for external loans or demonstrations

• Reporting on support activities and general housekeeping of customer data

• Being the main point of contact within our website online chat system for all support requests

Experience

• Ability to communicate effectively internally and directly to customers

• Minimum of 2 years experience in a comparative role

• Direct responsibility for varied administrative tasks

• Excellent attention to detail and proficiency in data entry

• Fluency in written and spoken English

• Ability to take an active role in handling and storage of valuable equipment

• Self-motivated and resourceful in finding solutions by working with others

• Organised and tidy

• Ability to prioritize tasks and work independently

• Good computer skills including Microsoft Office applications

• The right to legally live and work in the UK

Strong candidates will have:

• Experience in scheduling tasks for a team of technical staff

• Experience in working with Salesforce or other Customer Relationship Management (CRM) databases

• Customer service or support experience

Visit us at: Vicon Motion Systems Ltd

Vicon is an equal opportunities employer.

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