Benefits:

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 world’s largest manufacturer of products and 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 successful Technical 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:

* 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, 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

Quality Assurance:

* 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

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 RWC 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

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 demeanor 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