Technical Support Partner

About the role

As a Technical Support Partner, you’ll be the first point of contact in delivering technical expertise to our customers on electrical products sold in John Lewis and help resolve their technical related queries with the distinctive service we're known for.

You’ll use your expertise in order to diagnose and troubleshoot product related issues and then, if required, liaise with repairers and suppliers ensuring product issues are resolved quickly for our customers.

It is a fast paced role, particularly during busy periods and your day-to-day responsibilities will include:

• Offering exceptional customer service to our customers by showing empathy with their product related issue.
• Keeping the customer up to date with product repairs.
• Adhering to the business systems and processes to minimise loss and protect profitability.
• Troubleshooting technical issues as a first point of resolution where possible.
• Supporting the wider shop team with general shop-keeping tasks and customer service.

• Good communication skills to be able to engage with 3rd party suppliers and internal stakeholders.
• High level of product knowledge and expertise.
• Technical support experience.

• Experience in a customer facing retail environment.
• Ability to troubleshoot product related issues.