Technical Helpdesk Advisor required by a leading engineering company based in West London. The post holder will provide 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.
This is a full time permanent role, salary circa GBP 31,000 to GBP 38,000 per annum : working hours are 8.00am to 4.30pm (Monday to Friday) : office based role only : offices located in the West London area
Please note that this role is FULLY OFFICE BASED : no hybrid working for the initial probationary period
Duties:
: Provide exceptional high:level technical support via phone, email (and live chat) whilst 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, data sheets to ensure correct and up to date information is being provided
: Demonstrate an in:depth understanding of the Valves, JG Speedfit, John Guest, SharkBite, and JG Underfloor product ranges, including installation, maintenance, trouble shooting 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
: Serve as a subject matter expert on the entire product range
: Assist with product development by providing feedback and insights gathered from customer interactions
: Act as the escalation point for complex technical issues that require advanced trouble shooting and problem solving
: Collaborate with engineering, quality and product development teams to resolve critical issues
Essential 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
Excellent benefits including superb annual leave entitlement, employee assistance programmes, excellent pension scheme, CPD plus much more