Tech/Helpdesk Advisor

Technical Helpdesk AdvisorIndustry-Plumbing and Heating£31,000-£38,000Location - West DraytonThis role is for the day shift (7am - 7pm)5 days on one week then 2 days the week afterExcellent opportunity for an individual that has strong knowledge of Plumbing and Heating and previous Technical Helpdesk experience - if this is you please read on !Job PurposeProvide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for this client's entire product range.Job tasks and 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, 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." Quality Assurance" 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." 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 company 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.Personal Profile" 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." Client-driven 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.You need have extensive knowledge of plumbing and heating systems and proven experience in a Technical/Helpdesk or Facilities related role