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Technical Support Specialist
2 months ago
Red Personnel is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, 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 various channels 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.
- 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.
