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