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Cole & Yates Recruitment; Selattyn; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Company pension scheme

Perkbox

Onsite gym and fitness studio

Relaxation room

Outdoor trim trail

Social events

Learning & development support

Team-building days

Free onsite parking

Job summary

Cole & Yates Recruitment in Oswestry is expanding its technical support team and seeks a Technical Support Advisor. The role blends technical guidance, customer communication and product knowledge, with full training provided and no requirement to know every detail of the range.

You will handle inquiries by phone, email and live chat, build product understanding, deliver training sessions, and contribute to improvements across CRM and support resources.

Qualifications

• Confident communicating with customers and absorbing detailed information to explain clearly.
• Interest in technology and ability to learn product ranges and installation requirements.
• Willingness to undergo training and deliver engaging presentations to groups.
• Experience in customer-facing roles or training is advantageous.

Responsibilities

• Develop detailed understanding of product range and installation requirements.
• Provide technical support by phone, email and live chat.
• Deliver engaging technical training sessions and presentations.
• Present detailed information to groups in classroom/workshop settings.
• Maintain clear records of customer interactions and technical inquiries in CRM.
• Balance reactive support with planned training and product testing.

Skills

Customer communication

Technical understanding

Training delivery

CRM & live chat

Problem solving

Tools

CRM software

Live chat tools

Job description

Salary: Competitive salary, negotiable based on experience and dependent on the skills and experience brought to the role. The salary will exceed the applicable National Minimum Wage. Benefits include 25 days’ holiday plus bank holidays, 3 paid CSR or volunteering days, company pension scheme, Perkbox, onsite gym and fitness studio, relaxation room, outdoor trim trail, social events, learning and development support, team-building days and free onsite parking.

Are you confident communicating with customers, interested in technology and able to absorb detailed information and explain it clearly?

We are recruiting a Technical Support Advisor to join an expanding technical team within a successful product-led business based in Oswestry.

This is a varied role combining technical support, customer communication, product knowledge, problem solving and the delivery of training and presentations. It is not a call-centre position and you do not need detailed knowledge of the company’s products, as full training and ongoing development will be provided.

You may already work in technical support, product support, customer service, Internal Sales or training. Alternatively, your experience may come from hospitality, events or another customer-facing environment where you have developed strong communication, organisation and presentation skills.

Your responsibilities will include:

• Developing a detailed understanding of the company’s product range, including product functionality, applications and installation requirements.
• Building your knowledge of relevant legislation, regulations and industry standards.
• Developing basic electrical knowledge and applying this to installation guidance, technical support and troubleshooting.
• Learning about relevant technology and connected systems within the product range.
• Providing professional and accurate technical support to internal and external customers by phone, email and live chat.
• Investigating technical enquiries, identifying appropriate solutions and explaining advice clearly.
• Adapting technical information for customers with different levels of knowledge and experience.
• Providing guidance on product specification, installation and maintenance.
• Recognising when an enquiry requires additional support and escalating it appropriately.
• Preparing and delivering engaging technical training sessions and presentations.
• Presenting detailed information to groups of customers in classroom and workshop settings.
• Responding confidently and accurately to questions raised during training.
• Maintaining clear records of customer interactions and technical enquiries.
• Using CRM, communication and product systems as part of your everyday work.
• Balancing reactive technical support with planned training, product testing and project work.
• Working with colleagues across the business to improve technical resources and customer support.

Training is an important part of the role, but delivery is shared across the team. Customer training sessions normally run between 08:30 and 15:00 and are shared between three trainers across the day. You would not normally be expected to deliver the full session alone.

Training takes place at least once a week and occasionally on two days within a week. Most activity is planned in advance, with rotas used where required to balance training, technical support, product testing and project work.

The role offers a competitive salary, negotiable based on experience, together with 25 days’ holiday plus bank holidays, three paid CSR or volunteering days, company pension scheme, Perkbox, onsite gym and fitness studio, relaxation room, a seven-acre site with an outdoor trim trail, social events, learning and development support, team-building days and free onsite parking.

The interview process is expected to involve two stages, with a presentation requirement forming part of the second interview.