Technical Support Assistant

Supporting the Technical Support team, you will ensure the customer journey is seamless and that customers are adequately assisted with any technical problems with their fitness equipment.

This role will ensure that all processes are followed and after-sales technical support queries, returns, installations and repairs are managed swiftly and professionally.

You will also support with team performance, maintaining team vision and inspire the Technical Support team.

Delivering a speedy turnaround on returns, especially 3rd party returns, technical queries, spare parts, repairs, installations and quality issues.

• Support the management of returns, parts orders, repairs, diagnostics, installations and 3rd party claims
• Use multiple channels to connect with our customers and resolve all enquiries, including but not limited to quotes for parts, repairs, and complaints using WMS and Exchequer
• Support other members of the team with WMS and Exchequer training
• Promptly establishing and resolving customer faults and other technical queries, through telephone calls, e-mails and online web-chat
• Assisting returns, spare parts, diagnostics and technical builds to support the after sales experience
• Maintaining high standards in the warehouse area dedicated to technical support, including diagnostics / workshop area, returns and parts
• Continuously looking at the internal processes and procedures in order to drive efficiencies.
• Support with day to day escalated and/or operational questions from the team especially on WMS and Exchequer
• Collaborating swiftly and professionally with the installation team and 3rd party partners to enable the best customer experience
• Be comfortable with Health & Safety and enforce as part of daily activities
• Continuous personal improvement; constantly striving to grow and develop yourself and the team
• Continuous personal and professional development in area of expertise and maintaining strong product and technical knowledge

• Liaising with colleagues in other departments to ensure smooth after sales service, including the diagnostics and parts team. Collaborating with Retail, Sales, Warehousing & Logistics partners to speedily & proactively resolve  this role you will be required to liaise with allocated customers and ensure a smooth after sales process, including for parts, repairs and installations.

• Strong back office and IT skills with experience of customer care
• A knowledge of fitness equipment
• An understanding of the health and safety requirement in line with technical area
• Strong communication and collaboration skills due to working with external customers, 3rd party suppliers and internal teams
• Ability to problem solve and effectively communicate action plan
• To be able to plan and organise personal workload and support all members of the team

• A Full UK Driving licence