Technical Helpdesk Advisor

4 weeks ago

West Drayton, United Kingdom Red Personnel Full time
Technical Helpdesk Advisor required by a leading engineering company based in West London. The post holder will provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for the entire business product range.This is a full time permanent role, salary circa £31,000 to £38,000 per annum – working hours are 8.00am to 4.30pm (Monday to Friday) – office based role only – offices located in the West London areaPlease note that this role is FULLY OFFICE BASED – no hybrid working for the initial probationary period Duties:
  • Provide exceptional high-level technical support via phone, email (and live chat) whilst meeting department KPIs and objectives
  • Diagnose and resolve complex technical issues related to our products promptly and efficiently especially in relation to Commercial Valves
  • Collaborate with the Customer Service team to ensure timely and satisfactory issue resolution
  • Develop and implement a robust knowledge base system that includes FAQs, troubleshooting guides and product documentation to assist customers and internal teams
  • Create training material and conduct training sessions for internal staff and customers on our product range
  • Ensure that all technical support interactions meet quality standards and adhere to company policies and procedures
  • Monitor customer feedback and implement improvements to enhance the customer support experience
  • Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes
  • Review marketing materials including websites, product guides, technical guides, data sheets to ensure correct and up to date information is being provided
  • Demonstrate an in-depth understanding of the Valves, JG Speedfit, John Guest, SharkBite, and JG Underfloor product ranges, including installation, maintenance, trouble shooting and their integration within plumbing and heating systems
  • Stay updated on industry trends, product developments, and best practices to provide accurate and up-to-date technical support
  • Serve as a subject matter expert on the entire product range
  • Assist with product development by providing feedback and insights gathered from customer interactions
  • Act as the escalation point for complex technical issues that require advanced trouble shooting and problem solving
  • Collaborate with engineering, quality and product development teams to resolve critical issues
Essential requirements:
  • Proven experience in a technical support role or a similar role within the plumbing and heating industry
  • Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves and underfloor heating
  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities and attention to detail
  • Familiarity with CRM software for tracking and managing customer enquiries

Excellent benefits including superb annual leave entitlement, employee assistance programmes, excellent pension scheme, CPD plus much more

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