Technical Customer Service Advisor

5 months ago

Hoddesdon, United Kingdom Allendale Group Ltd Full time

**About Allendale Group**:
The Allendale Group is a UK based manufacturer and retailer of technical equipment and industry supplies, shipping thousands of products to customers around the globe.

We are seeking a highly skilled and motivated individual with a good mechanical aptitude to join our team as a Technical Customer Service Advisor. In this role, you will be responsible for ensuring that all technical support enquiries are handled promptly and effectively. You will act as a technical expert and provide guidance to the customer service team members and customers, ensuring high-quality service delivery.

**Front-line responsibilities**:
2. Act as the first point of contact for complex technical issues, providing expert guidance to both customers and team members.

3. Ensure that communication of technical information is tailored to the customer and provide clear and concise guidance.

4. Understand the customer and their requirements; tailor solutions to fit their requirements.

5. Collaborate with cross-functional teams to facilitate the resolution of challenging customer issues and improve product functionality.

**Internal process responsibilities**:
1. Providing training, guidance, and mentorship to enhance the customer services team technical expertise.

2. Create, develop and maintain appropriate documentation, including FAQs, forms, knowledge base articles, and troubleshooting guides.

3. Analyse customer feedback and data to identify trends, common issues, and potential areas for improvement. Ensure that the customer service team is upskilled in how to resolve common issues and that knowledge hubs are kept updated.

4. Stay up to date with industry trends and technologies, constantly expanding technical knowledge to support the team and address customer concerns effectively.

5. Responsible for completing supplier compliance forms and provision of technical data.

**Other**

1. To undertake any reasonable additional tasks or duties, as asked of you, from time to time.

2. Ensure that you understand and are familiar with your responsibilities and duties as contained in the Company’s Health & Safety Procedures.

**Requirements**:

- Proven experience working in a customer service or technical support role.
- Strong technical background with excellent troubleshooting and problem-solving skills.
- Exceptional communication skills, both verbal and written, with a strong ability to convey complex technical concepts in a clear and concise manner.
- Ability to handle and resolve customer complaints and difficult situations with professionalism and empathy.
- Experience in managing multiple priorities and high-volume workloads in a fast-paced environment.
- Proficiency in using customer service and technical support software/tools.

**Salary**: £35,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (required)

Licence/Certification:

- Driving Licence (required)

Ability to Commute:

- Hoddesdon (required)

Ability to Relocate:

- Hoddesdon: Relocate before starting work (required)

Work Location: In person

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