At a Glance
- Tasks: Provide expert technical support and troubleshoot heating systems for customers and engineers.
- Company: Join a growing company in the heating industry with a supportive team culture.
- Benefits: Competitive salary, paid Saturday shifts, pension, private healthcare, and career development.
- Other info: Dynamic role with opportunities for ongoing training and career growth.
- Why this job: Make a real difference by solving technical problems and delivering excellent customer service.
- Qualifications: Experience in technical support, strong communication skills, and knowledge of heating systems.
Salary: £32,000-£40,000 + paid Saturday rota (£150 per 6-hour shift)
Location: Guildford (office-based preferred). Home working may be considered for the right candidate living outside the local area.
Job Type: Full-time, Permanent
Hours: Monday to Friday, 8:00am-4:30pm, plus a paid Saturday rota (8:00am-2:00pm)
About the Role
An excellent opportunity has arisen for an experienced Technical Support Desk Engineer to join a growing technical support team within the heating industry. This is a varied role where you'll provide expert technical support to installers, service engineers, merchants and customers, helping to diagnose faults, resolve technical issues and deliver an excellent customer experience. If you have a strong background in domestic heating systems, enjoy solving technical problems and take pride in delivering first-class customer service, we'd like to hear from you.
The Role
Working as part of a knowledgeable Technical Helpdesk team, you will provide both pre-sales and after-sales technical support across the UK and Ireland. Your responsibilities will include troubleshooting products remotely, supporting engineers in the field, managing warranty enquiries and ensuring customers receive accurate and timely technical advice. You'll mainly provide support via telephone and email, with occasional travel to attend training courses or installer events.
Key Responsibilities
- Provide technical support to installers, engineers, merchants and customers via phone and email.
- Diagnose product faults and offer practical technical solutions.
- Deliver pre-sales and after-sales product support.
- Process warranty claims and coordinate engineer or service partner visits.
- Register product warranties and maintain accurate customer records.
- Handle warranty enquiries and customer complaints professionally and efficiently.
- Ensure internal systems and customer information remain accurate and up to date.
- Work towards departmental service levels and key performance indicators.
- Support colleagues and contribute to continuous improvements within the Technical Support team.
- Attend technical training to maintain product knowledge.
- Participate in the paid Saturday technical support rota.
About You
We're looking for someone who combines strong technical knowledge with excellent communication skills. You'll ideally have:
- Previous experience providing technical support within the heating, plumbing or mechanical/electrical sector.
- Strong fault-finding and diagnostic abilities.
- Around five years' experience working with domestic boilers or heating systems.
- Knowledge of air source heat pumps.
- Good IT skills and experience using CRM or service management systems.
- Excellent communication skills with a customer-focused approach.
- The ability to work independently while contributing positively to a collaborative team.
Desirable
- ACS Core & Boiler qualifications (CCN1, CENWAT).
- Oil heating qualifications.
- Air Source Heat Pump qualifications.
- F-Gas Category 1 certification.
What's on Offer
- Salary of £32,000-£40,000, depending on experience.
- £150 payment for each Saturday rota shift.
- Company pension.
- 22 days' annual leave plus bank holidays and an additional company day, increasing with length of service.
- Private healthcare after the qualifying period.
- Performance-related bonus.
- Ongoing technical training and career development.
- The opportunity to join a growing business where your technical expertise will be recognised and valued.
Technical Helpdesk Engineer in Guildford employer: ACS Business Performance Ltd
Join a dynamic and supportive team as a Technical Helpdesk Engineer in Guildford, where your technical expertise will be valued and rewarded. With a competitive salary, generous benefits including private healthcare and performance-related bonuses, and a commitment to ongoing training and career development, this role offers an excellent opportunity for personal and professional growth. Experience a collaborative work culture that prioritises customer satisfaction and encourages innovation within the heating industry.
Contact Details:
ACS Business Performance Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Helpdesk Engineer in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ACS Business Performance Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ACS Business Performance Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Helpdesk Engineer in Guildford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ACS Business Performance Ltd:Your cover letter is your chance to shine! Tell us why you want to work at ACS Business Performance Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ACS Business Performance Ltd!
How to prepare for a job interview at ACS Business Performance Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
