Technical Helpdesk Advisor Industry-Plumbing and Heating £31,000-£38,000 Location - West Drayton This role is for the day shift (7am - 7pm) 5 days on one week then 2 days the week after Excellent opportunity for an individual that has strong knowledge of Plumbing and Heating and previous Technical Helpdesk experience - if this is you please read on Job Purpose Provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for this client's entire product range. Job tasks and Responsibilities " Customer Support " 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. " Documentation and Training " 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. " Quality Assurance " 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. " Technical Expertise " Demonstrate an in-depth understanding of the Reliance 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. Product Knowledge " Serve as a subject matter expert on the entire company product range. " 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, quality and product development teams to resolve critical issues. Personal Profile " Proven experience in 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. " Client-driven 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 " Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties. You need have extensive knowledge of plumbing and heating systems and proven experience in a Technical/Helpdesk or Facilities related role