Customer Technical Helpdesk Advisor in Telford, Shropshire

Energy Jobline CVL; Telford; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Generous holiday allowance

Company pension scheme

Ongoing training and development

Clear progression pathways

Supportive team environment

Flexible working arrangements (where/“

Job summary

Energy Jobline CVL is seeking a Customer Technical Helpdesk Advisor to provide high-quality technical support to customers, installers, partners and internal stakeholders.

You will diagnose and resolve hardware, software and connectivity issues, assist with configuration and commissioning, and maintain detailed records of interactions and solutions while collaborating with Product and Engineering to improve solutions.

Qualifications

• Experience in a technical support or helpdesk environment.
• Ability to explain technical concepts to non-technical users.
• Strong written and verbal communication skills.

Responsibilities

• Provide technical support to customers, partners and internal stakeholders via phone, email and support tickets.
• Diagnose hardware, software and connectivity issues in a timely and professional manner.
• Support 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 service standards.
• Collaborate with Product and Engineering to resolve customer issues.
• Test and validate solutions before communicating recommendations to customers.
• Create and maintain technical documentation and troubleshooting guides.

Skills

Troubleshooting

Communication skills

Customer service

Time management

Teamwork

Independent worker

Tools

Microsoft Office

Job description

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