Technical Advisor

Aico; Oswestry; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Aico is seeking a motivated Technical Support and Training Specialist to join its Oswestry team. You will develop product knowledge, deliver engaging training sessions, and support customers across multiple channels with a focus on clear, professional communication.

The role blends technical problem solving with hands-on training, requiring organisation, adaptability and a proactive approach. Occasional after-hours support may be required.

Qualifications

• Excellent verbal and written communication skills essential.
• Experience in customer service, training or advisory roles preferred.
• Interest in technology and IoT with ability to learn quickly.
• Ability to explain technical information clearly to diverse audiences.
• Prior exposure to CRM systems, live chat platforms and IT tools benefits.

Responsibilities

• Provide technical support to internal and external customers via phone, email and live chat.
• Deliver clear, engaging technical training sessions and presentations.
• Develop product knowledge and communicate legislation and standards to customers.
• Maintain records in CRM and coordinate with other departments.
• Prioritise enquiries, escalate when needed and manage workload effectively.

Skills

Excellent communication

Organisational skills

Time management

Problem solving

IT literacy

IoT interest

Teamwork

Independence

Customer service experience

Technical presentation

Tools

CRM systems

Live chat platforms

Microsoft Office

Job description

An exciting opportunity to join the UK’s leading home life safety company as part of a fast-paced, dynamic team providing technical advice, support and training to both internal and external customers.
The successful candidate will develop a comprehensive understanding of Aico’s products, relevant legislation and associated technologies, enabling them to communicate technical information confidently, accurately and effectively across a range of channels.
This varied role combines technical problem solving, customer support and the delivery of engaging training sessions and presentations. We are looking for an enthusiastic, organised and adaptable individual with excellent communication skills, a willingness to learn and the confidence to engage with a wide range of audiences.

Key Responsibilities

Technical Knowledge and Development

• Develop and maintain an in depth understanding of Aico’s product range, including product functionality, applications and installation requirements.
• Build a strong understanding of the relevant legislation, regulations and industry standards affecting the markets Aico serves, with the ability to communicate this information clearly and accurately to customers.
• Develop basic electrical knowledge and apply this to practical installation, technical support and troubleshooting scenarios in relation to Aico products.
• Proactively maintain and expand technical knowledge, keeping up to date with product developments, emerging technologies and changes to relevant industry standards.
• Develop an understanding of relevant IT and Internet of Things (IoT) technologies and their applications within Aico’s product range.
• Build an awareness of the markets that Aico operates in and research developments in the industry.

Customer Support and Communication

• Provide professional, accurate and timely technical support to internal and external customers through telephone, email and live chat.
• Investigate technical enquiries, identify appropriate solutions and communicate advice clearly, adapting explanations to suit different levels of technical understanding.
• Provide concise guidance on the specification, installation and maintenance of Aico’s product range
• Demonstrate a professional and customer focused attitude across all communication channels.
• Manage and prioritise incoming technical enquiries effectively, ensuring actions are taken in an appropriate timescale.
• Recognise when enquiries require additional support and escalate issues appropriately.

Training and Presentation Delivery

• Prepare and deliver clear, confident and engaging technical training sessions to internal teams and external customers.
• Regularly present detailed technical information to groups of external customers in a classroom environment.
• Adapt presentation style and technical content to suit audiences with varying levels of knowledge, experience and understanding.
• Keep up to date with evolving training material, ensuring familiarity with any updates to presentations.
• Respond accurately to questions raised during training sessions.

Systems and Administration

• Confidently use ICT infrastructure, communication platforms, product software and Customer Relationship Management (CRM) systems as part of dailyprocesses.
• Maintain accurate and comprehensive records of customer interactions and technical queries.
• Work collaboratively with colleagues and other departments to support efficient processes and the timely resolution of customer enquiries.
• Organise and prioritise workloads effectively, balancing reactive technical support with planned training activities and ongoing projects.
• Contribute to the continuous improvement of internal processes, technical resources and customer support services.

Personal Qualities and Skills

Essential

• Excellent verbal and written communication skills, with the ability to convey information clearly, professionally and confidently.
• Confidence communicating with individuals and groups, including delivering information or presentations to an audience.
• Strong organisational and time management skills, with a methodical approach and excellent attention to detail.
• Ability to prioritise competing demands, balancing reactive responsibilities with planned activities and larger projects.
• General IT literacy and confidence using digital systems, communication platforms and Microsoft Office software.
• A genuine interest in technology and IoT systems with enthusiasm to develop further knowledge in these areas.
• Strong problem-solving skills.
• Ability to research information, use initiative and work independently when required.
• Ability to work effectively as part of a team, sharing knowledge and being receptive to constructive feedback.
• Ability to reliably commute to the office.
• Flexibility to work outside normal business hours on occasion to meet the requirements of the role.
• Comfortability being vulnerable and seeking help when unsure of an answer.
• Previous experience in a customer service, technical support, training or advisory role.
• Experience delivering presentations, training sessions or speaking confidently to groups.
• An understanding of basic electrical principles or experience within a technical environment.
• Familiarity with CRM systems, live chat platforms and other customer communication tools.

We reserve the right to bring forward the closing date if we receive sufficient applicants.