Technical Support Partner

John Lewis & Partners; Southampton; On-site; GBP 21,000 - 27,000; Full time

Job summary

John Lewis & Partners in the United Kingdom is seeking a Technical Support Partner to diagnose and resolve technical queries on electrical products sold in John Lewis and to liaise with repairers and suppliers as needed to ensure quick resolutions for customers.

You will be the first point of contact for technical issues, delivering empathetic service, maintaining product knowledge, and supporting the store team with routine duties while ensuring high standards of customer care.

Qualifications

• Good communication skills to engage with suppliers and internal stakeholders.
• High level of product knowledge and expertise.
• Technical support experience.

Responsibilities

• Offering exceptional customer service by showing empathy with product-related issues.
• Keeping the customer up to date with product repairs.
• Adhering to business systems 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.

Skills

Good communication

Product knowledge

Technical support experience

Job description

About The Role

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.

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.

Essential skills/experience you'll need

• 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.

About 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.

Important points to note:

It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.
We occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.
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.