Technical Support Partner

John Lewis Partnership; Nottingham; On-site; GBP 24,000 - 30,000; Full time

Job summary

John Lewis Partnership in the United Kingdom is seeking a Technical Support Partner to be the first point of contact for customers with electrical product queries. You will diagnose issues and, if needed, liaise with repairers and suppliers to resolve problems quickly while delivering the distinctive John Lewis service.

With strong technical knowledge and customer focus, you will handle repairs updates, support the shop team, and communicate clearly with third party suppliers and internal

Qualifications

• Experience in a customer facing retail environment.
• Ability to troubleshoot product related issues.

Responsibilities

• Provide exceptional customer service by empathetically addressing product issues.
• Keep customers updated on product repairs.
• Follow business systems to minimise loss and protect profitability.
• Troubleshoot technical issues as the first point of resolution.
• Support the wider shop team with general shop-keeping and service.
• Maintain strong communication with 3rd party suppliers and internal stakeholders.
• Develop high level product knowledge and technical expertise.

Skills

Technical support

Customer service

Retail experience

Communication skills

Job description

As a Technical Support Partner, you'll be the first point of contact in delivering technical expertise to our customers on electrical products sold in John Lewis and help resolve their technical related queries with the distinctive service we're known for.

You’ll use your expertise in order to diagnose and troubleshoot product related issues and then, if required, liaise with repairers and suppliers ensuring product issues are resolved quickly for our customers.

Key Responsibilities

• Offering exceptional customer service to our customers by showing empathy with their product related issue.
• Keeping the customer up to date with product repairs.
• Adhering to the business systems and processes to minimise loss and protect profitability.
• Troubleshooting technical issues as a first point of resolution where possible.
• Supporting the wider shop team with general shop-keeping tasks and customer service.
• Good communication skills to be able to engage with 3rd party suppliers and internal stakeholders.
• High level of product knowledge and expertise.
• Technical support experience.

Desirable skills/experience you may have

• Experience in a customer facing retail environment.
• Ability to troubleshoot product related issues.

Varied hours of full time work (37.5 hours per week) across seven days to include early starts, late finishes, evenings and weekends between the hours of 09:00 - 19:00.

The partnership

We're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.

We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.

As Partners, we make all the difference. And, we all own it., We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.