Overview
We are seeking a knowledgeable and proactive Technical Advisor to join our dynamic team. The ideal candidate will possess a strong background in either technical support or plumbing or bathroom fitting and installations. This position requires expertise in IT application use. The Technical Advisor will play a crucial role in providing guidance and solutions to clients while ensuring the successful execution of projects.
Duties
* Ensure the customer journey is positive and productive for both our customers and the business.
* Continually look to improve customer satisfaction by promoting Coram products and services to our customers.
* Strive to maintain KPI targets and offer a best-in-class customer service experience.
* Record all product issues in EFACS software in accordance with internal reporting processes; take ownership and track through to completion.
* Respond to all technical enquiries by phone within a timely manner.
* Investigate and resolve customer technical queries/ complaints within prescribed timescales and ensure highest priority cases are satisfied within departmental guidelines.
* Use knowledge to guide customers in the appropriate specification of Coram products, including replacement parts.
* To identify potential problems and explore solutions to installation and product issues, offering advice in accordance with installation guides and best practice.
* Offer customer warranty advice in accordance with Coram terms and conditions; uphold warranty claims as applicable and process replacement product, or part orders.
* Ability to understand technical documents/ drawings and communicate to customers in a clear and concise manner.
* Produce survey drawings using Articad software.
* Liaise with customers and coordinate with the Technical Field Engineer in relation to service call planning and completion.
* Continually expand knowledge of Coram products and other manufacturers products used in conjunction with our own.
* Customer-focused service to all customers (internal and external), ensuring service standards, principles, policies and procedures are followed and maintained.
* Support the customer service team with daily tasks and technical knowledge when required.
* Recognise personal responsibility for Health and Safety within the working environment
Job Types: Full-time, Permanent
Pay: From £27,000.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Health & wellbeing programme
* Life insurance
* On-site parking
* Sick pay
Experience:
* Technical support: 1 year (preferred)
* Microsoft Office: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person