Tech/Helpdesk Advisor

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