Plumbing Technical Support Specialist

3 weeks ago

West Drayton, Greater London, United Kingdom Bolt-On Recruitment Full time
Job Overview

We are seeking an experienced Technical Helpdesk Advisor to join our team at the world's largest manufacturer of products and their family of brands. As a Technical Helpdesk Advisor, you will provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for the entire company 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
Documentation and Training
  • 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
Quality Assurance
  • 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
Technical Expertise
  • Demonstrate an in-depth understanding of the company's 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
Product Knowledge
  • Serve as a subject matter expert on the entire product range
  • Assist with product development by providing feedback and insights gathered from customer interactions
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
  • Ability to work collaboratively in a team and independently
  • Customer-focused with a strong dedication to providing exceptional service
  • Willingness to stay updated on industry developments and product knowledge through continuous learning
  • Proactive attitude in identifying potential process and product improvements
  • Strong time management skills to meet deadlines and manage workloads
  • Positive and professional demeanor in all interactions

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