Technical Support Advisor | Cole & Yates

Location:

Oswestry, Shropshire

Job Type: Permanent, full-time, office-based

Salary:
Competitive salary, negotiable based on experience, plus benefits

Are you confident communicating with customers, interested in technology and able to absorb detailed information and explain it clearly? If so, we are recruiting a Technical Support Advisor to join an expanding technical team within a successful product-led business based in Oswestry.

This is a varied role combining technical support, customer communication, product knowledge, problem solving and the delivery of training and presentations. It is not a call-centre position and you do not need to arrive with detailed knowledge of the company’s products as full training and ongoing development will be provided.

You may already work in technical support, product support, customer service, Internal Sales or training. Alternatively, your experience may come from hospitality, events or another customer-facing environment where you have developed strong communication, organisation and presentation skills.

What matters most is your ability to learn, communicate confidently, solve problems and develop a detailed understanding of technical products and their applications.

• Develop a detailed understanding of the company’s product range, including product functionality, applications and installation requirements.
• Build your knowledge of relevant legislation, regulations and industry standards.
• Develop basic electrical knowledge and apply this to installation guidance, technical support and troubleshooting.
• Learn about relevant technology and IoT (Internet of Things) systems connected to the product range.
• Provide professional and accurate technical support to internal and external customers by phone, email and live chat.
• Investigate technical enquiries, identify appropriate solutions and explain advice clearly.
• Adapt technical information for customers with different levels of knowledge and experience.
• Provide guidance on product specification, installation and maintenance.
• Recognise when an enquiry requires additional support and escalates it appropriately.
• Prepare and deliver engaging technical training sessions and presentations.
• Present detailed information to groups of customers in a classroom or workshop setting.
• Respond confidently and accurately to questions raised during training.
• Maintain clear records of customer interactions and technical enquiries.
• Use CRM, communication and product systems as part of your everyday work.
• Balance reactive technical support with planned training, product testing and project work.
• Work with colleagues across the business to improve technical resources and customer support.

Training is an important part of the role, but responsibility for this is shared across the team.

Customer training sessions normally run between 08:30 and 15:00 and are shared between three trainers across the day. You would not normally be expected to deliver the full session alone.

Training takes place at least once a week and occasionally on two days within a week. Most activity is planned in advance, with rotas used where required to balance training, technical support, product testing and project work.

You will need:

• Excellent verbal and written communication skills.
• The confidence to communicate with individuals and groups.
• The ability or potential to explain detailed information clearly and professionally.
• Strong organisation and time-management skills.
• A methodical approach with good attention to detail.
• The ability to prioritise competing demands and balance reactive and planned work.
• Good general IT skills and confidence using digital systems.
• A genuine interest in technology and connected…