Customer Technical Helpdesk Advisor
Your new company
The Customer Technical Helpdesk Advisor is responsible for providing high-quality technical support to customers, installers, partners, and internal stakeholders.The role involves diagnosing and resolving technical issues, supporting product configuration and setup, managing customer enquiries, and ensuring a positive customer experience throughout the support journey. Working closely with internal technical teams, the successful candidate will act as a trusted point of contact, delivering effective solutions and contributing to continuous improvement initiatives.
Your new role
- Provide technical support to customers, partners and internal stakeholders via telephone, email and support ticketing systems.
- Diagnose and resolve hardware, software and connectivity issues in a timely and professional manner.
- Support the configuration, setup and commissioning of products and systems.
- Investigate faults, identify root causes and recommend appropriate solutions.
- Escalate complex technical issues to specialist teams where necessary.
- Maintain accurate and detailed records of customer interactions, investigations and resolutions.
- Prioritise and manage multiple support cases while meeting agreed service standards.
- Provide clear and concise technical guidance to both technical and non-technical users.
- Collaborate with Product, Engineering and other internal departments to resolve customer issues.
- Test and validate solutions before communicating recommendations to customers.
- Assist with the creation and maintenance of technical documentation, knowledge base articles and troubleshooting guides.
- Identify recurring issues and trends and provide feedback to support continuous improvement initiatives.
- Ensure all activities are carried out in accordance with company policies, procedures and quality standards.
What you'll need to succeed
- Previous experience within a technical support, technical helpdesk or customer service environment.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical audiences.
- Experience managing multiple tasks and priorities in a fast-paced environment.
- Strong organisational skills and attention to detail.
- Customer-focused approach with a commitment to delivering excellent service.
- Good working knowledge of Microsoft Office applications and business systems.
- Ability to work independently and as part of a team.
- Positive attitude with a willingness to learn and develop technical knowledge.
Desirable
- Experience using CRM, helpdesk or ticket management systems.
- Knowledge of networking, connectivity or technical diagnostic processes.
- Previous experience supporting technical products or systems.
- Experience within a customer-facing technical support role.
What you'll get in return
- Competitive salary with regular review opportunities
- Annual bonus and performance-related incentives
- Generous holiday allowance plus public holidays
- Company pension scheme
- Ongoing training and professional development
- Clear progression pathways within a growing organisation
- Supportive and collaborative team environment
- Opportunity to work with innovative technologies in a rapidly expanding market
- Employee wellbeing initiatives and support programmes
- Flexible working arrangements where business needs allow
- Modern office facilities and equipment
- Regular team events and recognition programmes
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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