HR GO are looking to recruit a Technical Support Advisor for their prestigious client based in Sunderland on a permanent basis.

This is an exciting opportunity to join an innovative manufacturing business within the plumbing sector to deliver Technical Advice to customers in water boosting products and their installations as part of a strong technically capable team.

Duties

• Receive incoming and online chats, technical queries via the Technical Support Helpdesk.

• Provide accurate technical support by discussing both pump and plumbing installations, while being able to effectively diagnose pump and installation problems.

• You will be responsible for the specification of the correct product based on the system and the customers desired outcome, following company guidelines.

• Deliver excellence in Customer service and technical advice

• Update all customer contact notes onto the computer system and database

• Take customer payments via Sage Pay for Pump upgrades, parts, and accessories

• Issue replacement pumps as required

• Arrange Service Engineer visits within company guidelines, following procedure and always quoting appropriate Service call Terms & Conditions

• Ensure all technical enquiries received by e-mail are managed and cleared

• Admin duties when required, such as data entry, spreadsheets, and other office tasks

• Authorise service calls received from engineers on site

• To undertake the necessary and relevant training on pumps, specifications, and installation types, using basic plumbing skills and information. In-house training provided

• To take on any other duties requested by Management/Technical Supervisor or deemed to be relevant to that of the Technical Advisor in supporting the Technical Department and other departments throughout the business.

• Ensure to carry out basic housekeeping duties as and when required to ensure office space is kept clean and tidy

• Ensure to adhere to companies Health & Safety policy & procedures

Essential skills/experience for the Technical Support Advisor role:

• Previous experience working in a technically related support role is desirable

• Being able to work in a logical manner with the ability to problem solve by questioning and understanding the customers plumbing system and pump installation

• Excellent communication, written & listening skills with a good telephone manner & can show empathy towards the caller

• Experience of working in a Customer Service orientated role & have a solid understanding of good customer service

• Capable of handling high call volumes at all levels including demanding calls

• Ability to take initiative, escalate, prioritise and deal with customer complaints & service calls

• Reliable and punctual

• Strong competency and ability to use various computerised systems with good typing skills

• Experience in using Microsoft Office.

The role pays between £20,000 and £21,000, based on a 38 hour week, working Monday to Friday.

Please apply online if you are interested.