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Plumbing Technical Support Specialist
1 month ago
About the Role
We are seeking a highly skilled and experienced Technical Support Specialist to join our team at John Guest. As a key member of our 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.
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.
About Us
John Guest is a leading manufacturer of plumbing and heating products, with a global presence and a commitment to innovation and excellence. We are dedicated to providing our customers with the best possible support and service, and we are seeking a talented and experienced Technical Support Specialist to join our team.
