Technical Support Advisor

We are excited to offer you the opportunity to join our Technical Support department as a Technical Support Advisor! Responsible for providing technical support on a range of heating products to both internal and external customer via telephone, email, live chat and video calling. Aiming to achieve first time resolution to enquiries and dealing with customers in an efficient and professional manner. To record & monitor the nature of enquiries and resolutions on appropriate platforms, pro-actively develop excellent working knowledge of the product range. In this role, you will be responsible for:  Delivery of pre & post sales technical support to external and internal customers through multiple communication channels.  Perform against a set qualitative and quantitative KPI’s.  To ensure that advice is delivered `Right First Time’  Liaise with internal departments to ensure flow of accurate and up to date technical information to appropriately support current, historical, and new products.  Focus on the needs of the customer to ensure best in class technical support is maintained. Interested? Upload your CV today! Education requirements: Must have Level 3 (A Level equivalent) qualification or above. A mechanical; electrical or similar recognised industry related qualification is preferred. Ideally, knowledge of the heating industry in the UK and Ireland should be supported by an appreciation of the fundamental operation of all generic types of boilers and or renewable heating appliances. The position is supported by an extensive training & assessment period prior to undertaking the role with on-going training as new products and skills are introduced or required. Skills & Attributes: Reliable, flexible and highly motivated, with the ability to network and build relationships quickly. This is a high-profile customer focused role and requires excellent all-round communication and organisational skills. A polite and professional telephone manner is essential as are the skills necessary for confident remote communication with a wide range of customer types. Strong problem-solving ability backed with demonstrable knowledge of mechanical principles and their application - an analytical mindset with the ability to draw inference from data. Experience of working in a busy environment with varying workloads, pressures and deadlines - resilience and tenacity with the ability to work under pressure to a high standard. IT literate with experience using Excel, Power Point and Word.