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- 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
- 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 !
