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Technical & Product Support Advisor
2 weeks ago
Overview We are seeking a technically skilled and customer-focused Technical Support & Product Advisor to support our customers post-purchase with expert product guidance and troubleshooting. Your primary goal will be to resolve technical issues, reduce product returns and enhance customer satisfaction through hands‑on product knowledge and clear effective communication. Key Responsibilities Act as the first point of contact for technical support queries after purchase (via phone, email, live chat, or ticketing system). Diagnose and troubleshoot issues related to a wide range of devices including: PC components (GPUs, motherboards, CPUs, RAM, PSUs) Consumer electronics (monitors, networking equipment, printers, smart home devices) Peripherals (keyboards, mice, webcams, headsets) Guide customers through installations, setup and configuration. Help customers identify compatibility issues and recommend workable solutions. Educate customers on product features, firmware updates, drivers and best practices. Identify and resolve user errors to avoid unnecessary returns or RMAs. Log support cases, resolutions and follow‑up actions in the CRM or ticketing system. Work closely with the returns and logistics teams to prevent avoidable returns and support the RMA process when needed. Flag recurring issues or faulty products to the product and purchasing teams. Contribute to internal and customer‑facing documentation such as troubleshooting guides and setup tutorials. Qualifications – Essential Strong technical knowledge of consumer electronics and PC components (either professional or enthusiast‑level). Experience in a technical support or customer service role. Ability to troubleshoot hardware and software issues remotely, including basic BIOS, driver and OS‑level problems. Confident in explaining technical concepts in a simple, helpful way. Familiarity with common PC builds, operating systems (Windows, some Mac) and home networking equipment. Excellent written and verbal communication skills. A calm, patient and problem‑solving approach when dealing with frustrated or confused customers. Desirable Previous experience in a tech retail environment. Knowledge of RMA processes, warranties and consumer return policies. Basic understanding of PC building and troubleshooting tools. A personal interest in tech, gaming hardware or consumer gadgets. Key Qualities Tech‑savvy and solutions‑focused Confident communicator and active listener Patient and empathetic under pressure Detail‑oriented with strong documentation habits Self‑motivated and able to work independently or as part of a team Additional Information Along with your benefits package we also offer a wide range of perks for our colleagues. Reward Recognition and Opportunities Frasers Champion – Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer‑nominated scheme where 8 winners receive double their pay for a month when they have demonstrated ownership and relevance. Frasers Festival – An event like no other Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe, hosting a mega‑brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more. CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our CEO Sessions run by our CEO and leadership team. Employees can connect, network and submit questions around specific topics such as our sports or luxury business. Retail Reconnect – In order to build the planet's most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline and to bring ideas back to the office to improve how we work. Employee Welfare Frasers Fit – Our Everlast Gyms Team is on a mission to make our workforce the best and fittest on the planet We run free gym classes for employees and discounted memberships to our clubs. Frasers Fit is our wellbeing programme that aims to support and improve colleagues' physical, financial and mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice – all completely free. Retail Trust – We know that it's not just about physical health, mental wellness is equally important. All employees get free access and support from the Retail Trust charity, including a 24‑hour wellbeing helpline, wellness hub counselling and financial/legal support. Whats next Our Recruitment Team will be reviewing applications, and all candidates will receive a response whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first‑stage interview with the recruiter – this will be behaviourally focussed and centred around how you align with our culture and values. If successful we anticipate two further interview stages with the hiring manager / wider team which will be more technically focussed and could include a presentation / task so we can see your skills in action. Remote Work No Employment Type Full‑time Key Skills DHCP SQL Active Directory VOIP VMware Customer Service Windows Troubleshooting Java VPN SharePoint Hardware DNS Technical Support Software Applications Department / Functional Area Customer Service Experience years Vacancy 1 #J-18808-Ljbffr
