Careers Vacancies

Technical Support Administrator

Job Description

About Us
Holdan is one of the UK’s leading value-add distributors specialising in the pro-video, broadcast, film and AV industry. Home to some of the world's biggest brands, Holdan works closely with titans of the tech world like Panasonic, Atomos, BirdDog, Samyang and more.
Over almost three decades, we have gained a reputation for our friendly and honest approach to everything we do, starting with our people and extending to our customer service and the quality of our delivery.
We employ a team of specialists with a wealth of industry experience, fostering a collaborative spirit across our business. We offer our staff varied and fulfilling roles working together with the entire Holdan team, every one of whom shares in the success of the company. Our staff are more than colleagues – they’re business partners.
Holdan is part of the Midwich Group, a specialist audio-visual distributor with operations across UK and Ireland, Continental Europe and Asia-Pacific.

About the Role
We are looking for a confident, customer centric person to join our Service Department as our new Technical Support Administrator. This person will have primary focus on supporting our customers and vendors with any post-sales aftercare on products purchased. Ultimately ensuring a positive customer experience, usually from a negative starting point with a product not working as it should, through to repeat and return customers due to our exceptional service.

What you will be doing in this role
• Raising service ticket requests for Holdan from our customers and end users.
• Liaising with customers with regards to updates on tickets/quotes/feedback etc.
• Booking in of goods for repair, using the online portal.
• Engaging with customers via online tickets and or telephone conversations.
• Liaising with the service team with regards to return of faulty products to manufacture.
• Processing paperwork for stock return to vendors outside of the UK.
• Requesting replacement/credit requests with our Aftercare Excellence Team based in Diss.
• Assisting with dispatch of repaired goods back to customers.
• Communicating with Pre-Sales and the Sales team with regards to demo opportunities.
• Management of stock for demo, carrying out regular audits and ensure stock is accountable and reconciled on system.
• Setup of loans and allocation of stock from our online system.
• Physically picking and dispatching of demo goods to customers and colleagues to dates required for loan duration.
• Communicate with our customers/the wider Holdan team for support on overdue demo requests and overdue loans.

What you will bring to the role
• Experience working in a person centric role.
• Ability to multi-task, prioritise and manage own time effectively.
• Ability to follow procedures step by step.
• Ability to problem solve, with a can-do attitude.
• A strong team player.
• Working to deadlines.
• Able to work individually and as a part of a team.

Why you should work here
• Contributory Pension Scheme
• Private Health Care
• Permanent Health Scheme
• Life Cover
• Profit Related Pay
• Paid Sickness Leave
• Staff Purchase Scheme
• Discounts from Local Businesses (dependant on location)
• Recruitment Finders Fee
• Employee Assistance Programme (EAP)
• Reduced Gym Membership (dependant on location)
• Cycle to Work Scheme
• Free Car Parking
• Shares Programme

Midwich Group is an equal opportunity employer and welcomes applicants from all backgrounds. If you meet the qualifications and are interested in this opportunity, please submit your resume and cover letter for consideration.

Please quote "TechSuppAdmin" when applying for this position.

Closing Date 30th May 2024

If you are interested in applying for this position, please contact