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Technical Support Specialist
2 months ago
Pertemps is seeking a highly skilled Technical Helpdesk Advisor to join our team. As a Technical Helpdesk Advisor, you will be responsible for providing 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.
Key Responsibilities:- Provide Exceptional Technical Support: Offer high-level technical support via various channels, meeting department KPIs and objectives.
- Diagnose and Resolve Complex Issues: Diagnose and resolve complex technical issues related to our products promptly and efficiently, especially in relation to Commercial Valves.
- Collaborate with Customer Service Team: Work with the Customer Service team to ensure timely and satisfactory issue resolution.
- Develop Knowledge Base System: Develop and implement a robust knowledge base system that includes FAQs, troubleshooting guides, and product documentation to assist customers and internal teams.
- Create Training Materials: Create training material and conduct training sessions for internal staff and customers on our product range.
- Ensure Quality Standards: Ensure that all technical support interactions meet quality standards and adhere to company policies and procedures.
- Monitor Customer Feedback: Monitor customer feedback and implement improvements to enhance the customer support experience.
- Maintain Records: Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes.
- Review Marketing Materials: Review marketing materials, including websites, product guides, technical guides, and data sheets, to ensure correct and up-to-date information is being provided.
- Stay Updated: Stay updated on industry trends, product developments, and best practices to provide accurate and up-to-date technical support.
- Subject Matter Expert: Serve as a subject matter expert on the entire product range.
- Assist with Product Development: Assist with product development by providing feedback and insights gathered from customer interactions.
- Escalation Point: Act as the escalation point for complex technical issues that require advanced trouble shooting and problem solving.
- Collaborate with Engineering Teams: Collaborate with engineering, quality, and product development teams to resolve critical issues.
- Proven Technical Support Experience: Proven experience in a technical support role or a similar role within the plumbing and heating industry.
- Strong Knowledge of Plumbing and Heating Systems: Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves, and underfloor heating.
- Excellent Communication Skills: Excellent communication and interpersonal skills.
- Strong Problem-Solving Abilities: Strong problem-solving abilities and attention to detail.
- Familiarity with CRM Software: Familiarity with CRM software for tracking and managing customer enquiries.
Pertemps offers an excellent benefits package, including superb annual leave entitlement, employee assistance programs, an excellent pension scheme, and CPD opportunities.
