Technical Helpdesk Advisor

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 £31,000 to £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 !