Customer Technical Support Advisor
Core
Manage the CIC Technical Support Helpdesk, providing expert optical guidance to Eye Care Professionals (ECPs) and consumers on prescriptions, lens combinations, dispensing, and visual performance issues.
Role type
Senior IC Customer Technical Support Advisor (Optical)
Builds
Technical support services for B2B ECPs and B2C consumers, including troubleshooting, returns investigation, and product launch support.
Domain
Eyewear and ophthalmic lenses industry
Required skills
Optical dispensing expertise, prescription and lens technology knowledge, troubleshooting visual performance issues, ISO and British Standards compliance, stakeholder relationship management, training development
Preferred skills
Qualified Dispensing Optician certification, experience delivering technical training, understanding of lens manufacturing processes
Technologies
AS400, See4C, SAP, SAP BO, Microsoft Office
Responsibilities
Manage day-to-day operation of the Technical Support Helpdesk ensuring KPIs and SLAs; Act as escalation point for complex queries on prism, lens power, and lab rejections; Assess and resolve returned spectacle lenses for faults or defects; Develop technical training materials for internal teams; Support product launches and cross-functional quality improvement projects.
Seniority
Senior, hands-on IC