Customer Technical Helpdesk Advisor

Hays Business Support • Permanent • Telford, Telford and Wrekin, England, United Kingdom • £29k / year • 2h ago

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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