Technical Support Specialist

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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