Customer Service Advisor

Fireco Ltd; Southwick; On-site; GBP 22,000 - 28,000; Full time

Job summary

Fireco Ltd in the United Kingdom is seeking a Customer Support professional to troubleshoot technical issues with our fire safety products and systems. You will help installers, engineers and end users diagnose faults over the phone and deliver an outstanding customer experience.

You will be comfortable speaking to customers on the phone and replying to emails, with a willingness to learn and adapt. Hardware/system support experience is advantageous and sales support experience is a plus.

Qualifications

• Several years of experience in a customer service environment.
• Great team player with willingness to learn and a flexible approach.
• Comfortable speaking to customers on the phone and responding to emails.
• Experience in a customer support role involving hardware and systems is advantageous, as is sales support experience.

Responsibilities

• Diagnose issues for customers, installers, engineers and end users over the phone.
• Troubleshoot and resolve faults with our fire safety products and systems.
• Deliver an outstanding customer experience with responsive follow-up and clear communication.
• Learn and develop product knowledge to provide accurate technical guidance.

Job description

Customer Support Role - Technical Troubleshooting

We're looking for someone who genuinely enjoys helping customers, solving problems and learning technical products inside-out.

This is not a scripted call-centre role. You will be part of a small, friendly team, supporting customers with our fire safety products and systems. You'll help installers, engineers and end users diagnose issues, resolve faults over the phone and deliver an outstanding customer experience every time.

You will be commercially aware and able to spot opportunities to sell through the natural flow of conversations with customers. You will have a number of years' experience in a customer service environment and be a great team player.

You must be comfortable speaking to customers on the phone and responding to emails. Learning and understanding our products is key to success in this role, so you should be technically curious and willing to develop your product knowledge to ensure you provide the best possible support.

A willingness to learn and take a flexible approach is essential. Experience in a customer support role involving hardware and systems will be a great advantage, as will sales support experience.