Technical Support Executive

Origin Frames Limited; High Wycombe; On-site; GBP 25,000 - 35,000; Full time

Job summary

Origin Frames Limited in High Wycombe is seeking a Technical Support Executive to support our Partner Services team by offering expert technical guidance and hands-on product knowledge.

You will diagnose issues, assist key accounts, process customer orders, and collaborate with on-site technicians to deliver outstanding service and drive continuous product improvements. This role combines office-based work with hands-on time and a Monday to Friday shift pattern.

Qualifications

• Strong customer service and communication skills.
• Technical aptitude with the ability to understand and explain product functionality.
• Problem-solving and analytical skills.

Responsibilities

• Provide technical support and guidance to customers, partners, and internal teams.
• Manage and resolve customer enquiries in a professional and timely manner.
• Support key accounts with technical advice and issue resolution.
• Investigate product and manufacturing issues to determine root causes.
• Identify recurring trends and recommend improvements or corrective actions.
• Process customer orders accurately and efficiently.
• Answer and manage incoming telephone calls and email enquiries.
• Work closely with on-site technicians to enhance technical expertise.
• Maintain accurate records of customer interactions and technical cases.
• Contribute to delivering a high standard of customer satisfaction.

Skills

Customer service

Communication

Technical aptitude

Problem solving

Analytical skills

Job description

As a Technical Support Executive, you'll play a key role in supporting our Partner Services team by providing expert technical guidance and assistance for customer enquiries, as well as offering dedicated support for key accounts. Using your product knowledge, you'll diagnose issues, provide practical solutions, and help customers get the very best from our products.
You'll also help identify trends in product performance, investigate recurring technical issues, and work closely with internal teams to understand root causes and implement long-term improvements that enhance both product quality and the customer experience.
In addition to technical support, you'll process customer orders, respond to telephone enquiries, and deliver outstanding customer service every step of the way.
While the role is primarily office-based, you'll also spend time working alongside our on-site technicians, giving you the opportunity to develop hands-on technical knowledge and gain a deeper understanding of our products, systems, and processes. This combination of office and practical experience makes it an ideal role for someone looking to grow their technical expertise and build a rewarding career.
Shift Pattern: Monday to Friday, 7am to 4pm

What you will be doing:

• Provide technical support and guidance to customers, partners, and internal teams.
• Manage and resolve customer enquiries in a professional and timely manner.
• Support key accounts with technical advice and issue resolution.
• Investigate product and manufacturing issues to determine root causes.
• Identify recurring trends and recommend improvements or corrective actions.
• Process customer orders accurately and efficiently.
• Answer and manage incoming telephone calls and email enquiries.
• Work closely with on-site technicians to enhance technical expertise.
• Maintain accurate records of customer interactions and technical cases.
• Contribute to delivering a high standard of customer satisfaction.

Who you are:

• Strong customer service and communication skills.
• Technical aptitude with the ability to understand and explain product functionality.
• Problem-solving and analytical skills.