At a Glance
- Tasks: Provide technical support to alarm installers and troubleshoot product issues.
- Company: Established engineering and manufacturing business with a collaborative culture.
- Benefits: Structured training, career development, and a friendly team environment.
- Other info: Great opportunity for growth in a supportive environment.
- Why this job: Join a dynamic team and help customers understand innovative alarm systems.
- Qualifications: Practical technical background and strong communication skills.
Technical Product Advisor Role Overview We are recruiting for a Technical Product Advisor to join an established engineering and manufacturing business.
This is an excellent opportunity for someone with a practical technical background who enjoys problem solving, learning how products work and explaining things clearly to others.
You do not need to be an experienced engineer and previous technical support experience is not essential.
We are particularly interested in people who may currently work in electronics or electrical assembly, testing, production, manufacturing, junior technician or other practical technical roles and would like to move into a more customer-focused position with structured training and development.
This is a hardware and engineering product role rather than IT or software support.
You will join a friendly and collaborative team with strong staff retention, structured training and the opportunity to build specialist product knowledge.
Key Responsibilities
- Provide first-line and technical support to alarm installers via phone, email, and ticketing system.
- Diagnose and troubleshoot faults related to alarm systems, communications, sensors, panels, and accessories.
- Support alarm installers with configuration guidance, installation best practices, and commissioning checks.
- Interpret technical documentation (user manuals, installation guides, wiring diagrams, firmware notes).
- Escalate complex issues to engineering/product teams with clear evidence, logs, and reproduction steps.
- Maintain accurate case notes, update troubleshooting steps, and document resolutions.
- Monitor incoming support requests and prioritise based on urgency and impact to live installations.
- Assist with remote diagnostics and verification where applicable.
- Support continuous improvement by contributing to knowledge base articles and training materials.
Skills and Experience You will provide product guidance and technical help to customers, developing the knowledge and confidence to answer queries and explain technical information clearly.
Your responsibilities will include
- Responding to customer product queries by telephone and email
- Helping customers understand how products work and how best to use them
- Explaining technical instructions clearly and calmly
- Developing detailed product knowledge through structured training
- Helping identify and resolve straightforward technical issues
- Delivering product training both virtually and face-to-face as your knowledge develops
- Working closely with colleagues across engineering, quality, commercial and product teams
- Supporting the preparation of technical and customer information
- Building strong relationships with customers and providing a high standard of service Background We are looking for someone with the right technical aptitude and communication style, rather than someone who has already done this exact job.
You may have experience in
- Electrical assembly
- Product testing or inspection
- Manufacturing or production engineering
- Junior technician or engineering technician work
- Electrical/electronic servicing
- Practical engineering gained through an apprenticeship or technical qualification
- Another hands-on technical environment You should also have: A natural interest in how products and systems work Good practical problem-solving skills A logical and methodical approach The ability to learn technical information Clear verbal and written communication skills The ability to explain instructions simply A calm and patient manner Confidence dealing with customers A collaborative approach to working with colleagues How to Apply Submit CV and covering information detailing technical support experience and alarm/installation support background.
- GATEX
Technical Support in Killingworth employer: Pin Point Recruitment
Join our dedicated team in Gateshead, where we prioritise a supportive work culture and offer flexible shift options to accommodate your lifestyle. As a Healthcare Assistant, you'll benefit from competitive pay rates and opportunities for professional growth within a compassionate environment that values your contributions to patient care.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support in Killingworth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pin Point Recruitment. 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 Pin Point Recruitment 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 Support in Killingworth
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 Pin Point Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Pin Point Recruitment 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 Pin Point Recruitment!
How to prepare for a job interview at Pin Point Recruitment
✨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.
