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- Holidays 25 days (3 days reserved for Christmas)
- Company Pension 5% company, 2% employee contributions
- Quarterly bonuses
- Eyecare Vouchers
- Cycle to work scheme
- Buy and Sell Holiday
- Extras Discount vouchers
- Share Scheme
- Enhanced Maternity/ Paternity/ Adoption
- Salary Exchange Pension
- Sick Pay
- EAP
- Death in Service
- Simply Health PMI if the employees want to opt in and pay for themselves
- On-site canteen
Company Profile:
The worlds largest manufacturer of productsand their family of brands who develop safe, sustainable, and efficient solutions through a range of engineered and innovative products for plumbing and heating, smart homes, and specialist industries around the world, are now looking for an experienced Technical Helpdesk Advisor.
Job Overview:
As the successfulTechnical Helpdesk Advisor,your primary function will be to provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for the entire company product range.
Key Responsibilities:
Customer Support:
Skills & Experience:
Hours of Work:
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
- Develop and implement a robust knowledge base system that includes FAQs, trouble shooting 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 polices 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 company's 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
Skills & Experience:
- 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
- Customer focused 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 demeanour in all interactions
- Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties.
Hours of Work:
- 37.5 hours per week
- Monday to Friday, flexi-hours between 8.00am to 5.30pm
- Quarterly bonus:£400 per quarter, deduction factors related to KPI
