Technical Support Advisor

Key Responsibilities: 

• Respond to technical enquiries from customers, dealers, installers and internal stakeholders via phone, email and CRM.
• Provide accurate product advice and recommendations based on customer and project requirements.
• Assist with product selection, installation guidance and product operation enquiries.
• Troubleshoot technical and product performance issues, identifying practical and timely solutions.
• Investigate warranty claims and determine appropriate outcomes in line with company procedures.
• Coordinate replacement parts, repairs and corrective actions when required.
• Manage technical support cases from initial enquiry through to resolution, providing regular updates.
• Liaise with customers, service providers and internal teams to resolve more complex technical matters.
• Maintain accurate customer, product, investigation and case records within company systems.
• Prepare technical documentation, reports and customer correspondence as required.
• Monitor outstanding cases to ensure agreed service levels and response times are achieved.
• Develop strong knowledge of the company’s products, features and applications.
• Identify recurring product or customer issues and share feedback with relevant teams.
• Support internal training, knowledge sharing and continuous improvement initiatives.
• Collaborate with Product, Sales and Operations teams to improve customer and business outcomes.

About You:

• Experience in technical support, customer service, trade support or product advisory.
• Strong troubleshooting and problem-solving skills.
• Ability to interpret technical information and explain solutions clearly.
• Confident communicating with customers and internal stakeholders.
• Experience using CRM platforms and business systems.
• Strong administration skills and excellent attention to detail.
• Clear and professional verbal and written communication.
• A proactive, practical and customer-focused approach.

This is a fantastic opportunity to join a genuinely welcoming and supportive company that truly values its people. You’ll be part of a lovely team with excellent opportunities to learn, develop and grow your career.