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Technical Support Specialist

2 months ago

Guildford, Surrey, United Kingdom Damia Group Full time

Technical Support Engineer

Company Overview

Damia Group is a prominent player in the home comfort industry, recognized for its innovative solutions in condensing technology, including tankless water heaters and advanced boiler systems.

ROLE OBJECTIVE

The primary aim of this position is to deliver exceptional technical and customer service support for our range of appliances. This role is integral to our customer service team, ensuring the highest standards of safety and satisfaction are met.

Responsibilities include providing technical assistance to homeowners, installers, service engineers, and sales personnel.

Key Responsibilities

  • Deliver high-quality pre and post-sales technical support via various communication channels, including participation in a weekend support rota.
  • Efficiently manage incoming inquiries through phone and email, ensuring prompt resolution.
  • Address customer complaints effectively, striving for swift and cost-effective solutions while maintaining customer satisfaction.
  • Assist in updating promotional data to support company initiatives.
  • Provide comprehensive product and service information to customers.
  • Register appliances for warranty and ensure documentation is dispatched to customers as needed.
  • Coordinate with Service Agents to manage job requests through the internal system.
  • Achieve departmental standards and key performance indicators.
  • Contribute to team objectives and maintain effective communication with colleagues and management.

Essential Skills

  • A solid technical background with a minimum of 5 years in the gas industry or 2+ years in a technical support role.
  • Strong understanding of processes and procedures.
  • Proactive attitude with a willingness to embrace responsibilities and challenges.
  • Self-driven and enthusiastic approach to work.
  • Proficient computer skills.

Work Environment

This role requires the Technical Support Engineer to work independently in an office setting, necessitating a high level of self-motivation. Flexibility in working hours may be required to meet customer expectations.

When resolving customer issues, the Technical Support Engineer will act swiftly and effectively, enhancing the overall customer experience.

Awareness of the company's commercial objectives is crucial, and the Technical Support Engineer will seek to identify opportunities for additional products and services that align with customer needs.

Collaboration within the team is vital, with a strong emphasis on communication and performance measurement.