Technical Product Support Specialist

Location: Bournemouth- UK - Hybrid Working (2-3 days in office)

ABOUT US

At Gozney, we are on a mission to change the way the world cooks outdoors. Since 2010, Gozney has made cooking with fire easy by pioneering next-level pizza ovens. Harnessing knowledge from our origins in commercial ovens, Gozney’s multi-award-winning outdoor pizza ovens are beautiful, high-performing, durable tools designed for chefs and made intuitive for beginners, so anyone can make, create, cook, connect, discover, and grow. We are creators of new experiences, and we’re seeking motivated individuals excited to join our expanding team and embark on an incredible journey. We are passionate, innovative, bold, and relentless. All while having a ton of fun.

SUMMARY

As the Technical CX Support Specialist for Gozney, you will report to our Senior Technical Customer Experience Manager and be the crucial bridge between our customers and our teams. You will serve as a product specialist, advising cross-functional stakeholders with data-driven feedback and recommendations and you will lead cross-functional teams to evolve products and processes. With a keen attention to detail and a deep understanding of Gozney products, warranty terms, sustainability and the future product roadmap, you will actively contribute to product investigations and engage in quality assurance and operations discussions. Your innovative approach to identifying technical gaps and leveraging process excellence methodologies will play a key role in enhancing collaboration across teams, ultimately elevating the overall customer experience.

RESPONSIBILITIES

• Efficiently manage and respond to customer inquiries across multiple channels, including phone, email and live chat, providing support across all locations as needed.
• Utilise Gozney customer service software to promptly address and assist with customer cases, ensuring accurate reporting to support various business areas.
• Offer technical support to Gozney customers, troubleshooting product issues to ensure optimal performance and full resolution whilst helping them maximise the value of their purchase.
• Handle warranty claims and provide comprehensive support, ensuring customer satisfaction and adherence to warranty policies.
• Develop and maintain technical documentation, FAQs, and user guides to assist customers in troubleshooting and product usage.
• Proactively engage in continuous development of product knowledge and skills, staying ahead by understanding competitor products and comparing them to Gozney’s product lines.
• Effectively communicate product specifics and functionality, highlighting why Gozney is the ideal choice for customers.
• Handle after-sales queries, coordinating with operations to ensure timely product delivery and keeping customers informed.
• Liaise with warehouses and couriers to facilitate returns and resolve delivery issues raised by customers.
• Contribute to the ongoing improvement of processes and efficiencies, actively collecting customer feedback.
• Report emerging consumer trends and demand to the Director of CX and Senior Technical Support Manager.
• Undertake any other ad hoc duties as required by the business.

WHAT WE ARE LOOKING FOR

• Proven experience in a similar customer service role, with a focus on technical support.
• Demonstrated excellent organizational skills, meticulous attention to detail, and the ability to manage multiple tasks in a fast-paced, time-sensitive environment.
• Ability to maintain calm and professional under pressure, demonstrating empathy, adaptability and patience and adeptly handle a diverse range of customer requests.
• Exceptional written and verbal communication skills.
• Proficient digital skills and preferably experience with customer management systems (Zendesk, Shopify, Netsuite).
• Proactive approach to work with a ‘detective’ mindset, with a passion for finding the root cause of issues, demonstrating critical thinking and problem solving.
• Capability to comprehend the technical aspects of the Gozney range, considering both product features and culinary perspectives.
• A real passion for food and cooking outdoors!

UK - A BIT ABOUT WHAT WE OFFER

• Competitive salary, bonus scheme, Pension, benefits, and pizza!
• Flexible paid time off including 26+ days holiday.
• Fun hybrid work environment – 3 days a week in our Bournemouth office.
• Free Roccbox and Friends and Family discount on Gozney products.

Diversity and Inclusion Commitment: Gozney is an equal opportunity employer that values diversity and inclusion. We embrace individuals of varied nationalities, backgrounds, experiences, abilities, and perspectives. Our ongoing commitment is to foster an inclusive and supportive workplace, enabling you to excel in your career.