Customer Technical Support Advisor

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If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, Lens Crafters, Salmoiraghi & Viganò and the Grand Vision network), and leading e-commerce platforms.

Join our global community of over 190,000
dedicated
employees around the world in driving the transformation of the eyewear and eyecare industry.

Your #Future In Sight  with Essilor Luxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible.

Contract:

Permanent, Full time

Location:

Thornbury, Hybrid

The Technical Support Advisor is responsible for managing the CIC Technical Support Helpdesk, providing expert support to customers, consumers, and internal teams. The role oversees the management of specialised lens requests between Essilor Ltd and France, while also delivering the internal staff spectacle dispensing service.

The Technical Support Advisor acts as a key technical expert within the business, providing guidance on complex queries, dispensing, troubleshooting and visual-related queries. The role also supports wider business functions, including Customer Services, Returns, Order Processing, Quality, and Product Launch activities, as required.

This position requires a strong blend of technical optical expertise, dispensing knowledge, industry compliance awareness, troubleshooting capability, and exceptional customer service skills, with a continuous focus on customer and patient satisfaction.

Main responsibilities:

Technical Support

• Manage and maintain the day-to-day operation of the Technical Support Helpdesk, ensuring agreed KPIs and SLAs are consistently achieved.
• Act as the dedicated technical support contact for Eye Care Professionals (ECPs) across the UK and Ireland, providing expert guidance on visual issues, prescription and lens combinations, dispensing challenges, and product suitability.
• Serve as the escalation point for CIC teams, supporting the diagnosis and resolution of complex queries relating to prescription modifications, prism, lens power ranges, lab rejections, and dispensing concerns.
• Deliver both practical technical assessments and telephone-based B2B and B2C technical support.
• Assess, investigate, and resolve complex visual performance issues, providing clear recommendations and effective solutions.
• Conduct detailed evaluations of returned spectacle lenses where dedicated technical investigation or follow up is required, identifying faults, defects, or visual issues and keeping customers informed throughout the resolution process.
• Take ownership of customer complaints requiring technical assessment and provide timely, accurate feedback to support successful resolution.
• Support product launches, continuous improvement initiatives, and cross-functional business projects as required.
• Develop and deliver technical, optical, and product-specific training materials to support internal teams where requested.

Customer Relationship Management

• Build and maintain strong relationships with key stakeholders, including Opticians, Dispensers, lab technicians and all…