Product&Nbsp;Support&Nbsp;Advisor

WE Talent; Braintree; On-site; GBP 28,000; Full time

Job summary

A leading staffing agency is seeking a dedicated Product Support Advisor for their Braintree location. This full-time role involves providing exceptional customer support through effective troubleshooting and problem-solving. The ideal candidate will have experience in customer service, strong communication skills, and the ability to use a CRM system. Benefits include a salary of £28,000 per annum and 32 days of annual leave. Must have a valid driving license and be comfortable working on-site five days a week.

Benefits

32 days annual leave

Employee assistance programme

25% employee discount on products

Free on-site parking

Qualifications

• Previous experience in a customer service role preferred.
• Technical troubleshooting/problem-solving skills desirable but not essential.
• Ability to build rapport with customers over the phone.

Responsibilities

• Provide first-time resolutions over the telephone.
• Achieve team targets and KPIs.
• Handle manager escalation calls and emails.

Skills

Customer service experience

Technical troubleshooting

Communication skills

CRM system usage

Job description

Product Support Advisor - Braintree

We are looking for a dedicated Product Support Advisor to join our clients team. This is a varied role requiring exceptional customer service, strong problem‑solving skills, and the ability to apply technical knowledge effectively. Due to the location of the site, you must be a driver and able to work on‑site 5 days a week.

Location: Braintree

Hours: Full‑time, permanent – 40 hours per week, Monday to Sunday rota

Shifts

• 8:00 am – 5:00 pm
• 9:00 am – 6:00 pm

Key Responsibilities

• Provide first‑time resolutions over the telephone by effectively troubleshooting faulty products
• Achieve team targets and KPIs while adhering to call compliance requirements
• Handle manager escalation calls and emails raised by the team
• Liaise with third‑party suppliers to resolve issues promptly
• Process customer queries politely and courteously in line with call compliance standards

Skills & Experience Required

• Previous experience in a customer service role preferred
• Technical troubleshooting/problem‑solving skills desirable but not essential
• Ability to build rapport with customers over the phone while accurately identifying product issues
• Comfortable using a CRM system to track customer interactions and generate follow‑ups for other departments
• Excellent communication skills for both internal and external stakeholders
• Must have a valid driving licence and be able to travel to the Braintree site daily

What You'll Receive

• Salary: £28,000 per annum
• 32 days annual leave (including bank holidays), with additional days for length of service
• Access to a 24‑hour confidential employee assistance programme
• Staff benefits platform including Cycle‑to‑Work scheme and discounts at high street brands and supermarkets
• Free on‑site parking & annual flu jabs
• 25% employee discount on products

If you're a problem‑solver with a passion for customer support and enjoy working in a dynamic, supportive environment, we would love to hear from you.