Product Support Advisor – Braintree
We are looking for a dedicated Product Support Advisor to join our clients team. This is a varied role requiring exceptional customer service, strong problem-solving skills, and the ability to apply technical knowledge effectively. Due to the location of the site, you must be a driver and able to work on-site 5 days a week.
Location: Braintree
Hours: Full-time, permanent – 40 hours per week, Monday to Sunday rota
Shifts:
* 8:00am – 5:00pm
* 9:00am – 6:00pm
Key Responsibilities
* Provide first-time resolutions over the telephone by effectively troubleshooting faulty products
* Achieve team targets and KPIs while adhering to call compliance requirements
* Handle manager escalation calls and emails raised by the team
* Liaise with third-party suppliers to resolve issues promptly
* Process customer queries politely and courteously in line with call compliance standards
Skills & Experience Required
* Previous experience in a customer service role preferred
* Technical troubleshooting/problem-solving skills desirable but not essential
* Ability to build rapport with customers over the phone while accurately identifying product issues
* Comfortable using a CRM system to track customer interactions and generate follow-ups for other departments
* Excellent communication skills for both internal and external stakeholders
* Must have a valid driving license and be able to travel to the Braintree site daily
What You’ll Receive
* Salary: £28,000 per annum
* 32 days annual leave (including bank holidays), with additional days for length of service
* Access to a 24-hour confidential employee assistance programme
* Staff benefits platform including Cycle-to-Work scheme and discounts at high street brands and supermarkets
* Free on-site parking & annual flu jabs
* 25% employee discount on products
If you’re a problem-solver with a passion for customer support and enjoy working in a dynamic, supportive environment, we would love to hear from you.
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