Technical Support (Plumbing)

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