Technical Support Advisor

Are you someone who enjoys solving problems, talking to customers and getting to the bottom of technical queries? We are looking for a Technical Support Advisor to join a busy and growing team, providing technical advice and support to a wide range of customers and helping them find the right solution for their requirements. This is a varied role where no two enquiries are necessarily the same. You will be a key point of contact for customers who need technical guidance, whether that is a straightforward product query or something that requires a little more investigation. You will deal with customers by both telephone and email, understand what they are trying to achieve, work through their query and provide clear, practical advice. You will also support the sales team with technical questions and customer requirements when needed.

What you will be doing:

• Answering technical queries from customers by telephone and email
• Providing clear and helpful technical advice and guidance
• Understanding customer requirements and identifying suitable solutions
• Dealing with a wide range of customers, including trade customers, distributors, stockists, contractors, homeowners and larger businesses
• Investigating technical queries and using available information to provide accurate answers
• Supporting the sales team with technical queries and customer requirements
• Building strong relationships with customers and becoming a trusted point of contact
• Working closely with colleagues across the business to resolve more complex queries
• Developing your knowledge of the products, services and technical information available
• Ensuring customer enquiries are dealt with professionally and within appropriate timescales

What we are looking for:

Industry experience is important for this role. We are looking for someone who has worked within a relevant construction, building products, materials or associated technical environment and understands the types of products, applications and challenges customers may encounter. You may already be working in technical support, technical customer service, technical sales, customer service or a similar position within the industry. You could also have a practical or technical background within the industry and be looking to move into a more customer focused technical support position.

• Has relevant industry experience within construction, building products, materials or a closely related sector
• Has a good technical understanding and enjoys problem solving
• Is confident speaking to customers over the telephone
• Can communicate technical information clearly and in a straightforward way
• Has excellent written communication skills
• Is comfortable dealing with different types of customers and varying levels of technical knowledge
• Takes the time to understand a customer's question before providing an answer
• Is naturally curious and enjoys learning about products and how they are used
• Is organised and able to manage multiple customer enquiries
• Is confident using email and standard computer systems
• Works well as part of a team and is happy to support colleagues when required
• Takes pride in providing a professional and helpful customer experience

Previous experience in a technical support or technical customer service role would be beneficial, but strong relevant industry experience combined with the right technical aptitude and communication skills will also be considered.

Salary and working hours:

Salary: circa £30,000 to £35,000 depending on experience
Hours: 37.5 hours per week, Monday to Friday, 9.00am to 5.00pm

If you have relevant industry experience, enjoy solving technical problems and like dealing directly with customers, this could be an excellent opportunity to develop your career in a technical support role.