Customer Technical Advisor

TN United Kingdom; Basildon; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Helpdesk Support Representative to join their dynamic team. In this role, you will be the first point of contact for customer queries, providing remote support for equipment issues and assisting with diagnostics and troubleshooting. Your strong communication and organizational skills will be essential as you guide customers through technical challenges and coordinate with field engineers when necessary. This position offers a blend of office and home working, with opportunities for overtime and a range of benefits. If you are eager to make a positive impact and have a natural technical aptitude, this role could be perfect for you.

Benefits

Overtime

Flexible Working Hours

Health Benefits

Training and Development

Qualifications

• Experience in a helpdesk or contact centre role.
• Strong verbal and written communication skills.

Responsibilities

• Provide remote support for customer equipment issues.
• Assist with mapping, programming, and report analysis.
• Investigate equipment alarms and coordinate with field engineers.

Skills

Customer Service

Technical Aptitude

Communication Skills

Organizational Skills

Job description

Job Title: Helpdesk Support Representative

Our customer journey extends beyond purchasing our products and services; it is complemented by the support we provide to ensure our customers can continually and consistently deliver services to their clients. Our Helpdesk is the first point of contact for customer queries regarding equipment. This involves diagnostic assessments and managing remote fixes of fuel pumps and forecourt equipment.

Specifically, you will be remotely analyzing equipment located on client sites, assisting with mapping and programming, running history reports, and conducting investigations, particularly concerning point-of-sale terminals or gauge alarms indicating potential fuel leaks. When remote fixes are not possible, field engineers will be dispatched.

Key Responsibilities:

• Provide remote support for customer equipment issues, including diagnostics and troubleshooting.
• Assist customers with mapping, programming, and report analysis.
• Investigate equipment alarms and issues, especially related to fuel leaks or POS terminals.
• Coordinate with field engineers when on-site intervention is required.

Candidate Requirements:

• Previous experience in a helpdesk or contact centre role; comprehensive training will be provided.
• Excellent verbal and written communication skills, with the ability to gather information and guide customers remotely.
• Strong organizational skills and attention to detail.
• The ability to remain calm under pressure and make decisive decisions during calls.

If you possess a natural technical aptitude and are eager to make a positive impact on our customers' operations, this role could be ideal for you.

Additional Information:

The helpdesk is based in our offices in Basildon, Essex, operating from 8 am to 12 am, seven days a week. The role offers a split between office and home working. Please note that out-of-hours remote support on a rota basis is required.

We offer overtime and a range of benefits as part of working with a global leader with over 150 years of experience.