Technical Support Specialist

2 weeks ago

SouthendonSea, Southend-on-Sea, United Kingdom Pertemps Full time
{"title": "Technical Helpdesk Advisor", "description": "Job Summary

We are seeking a highly skilled Technical Helpdesk Advisor to join our team in West London. As a key member of our customer support team, you will provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for our entire product range.

Key Responsibilities
  • Provide exceptional high-level technical support via phone, email, and live chat while 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, and 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, troubleshooting, 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 troubleshooting and problem-solving
  • Collaborate with engineering, quality, and product development teams to resolve critical issues
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

We offer an excellent benefits package, including superb annual leave entitlement, employee assistance programs, an excellent pension scheme, and CPD opportunities.

", "lang_code": "en-US"}

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