Telephone Technical Support Advisor – Early Friday Finish

GI Group Main Account; Basingstoke; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

33 days holiday incl. BH

Pension from Day 1

Medi Cash scheme from Day 1

Free onsite parking

Early Friday finish

Job summary

GI Group Main Account is seeking a Telephone Support Person to provide first-line telephone and email technical support across a full range of products. The role is office-based in Basingstoke and would suit someone with experience providing telephone support within a technical or mechanical environment.

Key duties include identifying spare parts, advising on product selection, handling fault finding, and delivering excellent customer service.

Qualifications

• Background in product support, ideally within an electrical/mechanical environment.
• Ability to explain technical information clearly.

Responsibilities

• Answer technical help-line and priority-line calls, providing clear technical advice and resolving queries effectively.
• Prioritise support to account holders over non-account holders and end users.
• Ensure all email enquiries and call-backs are handled efficiently.
• Assist in developing tools/processes to improve the effectiveness of the technical support function.
• Perform product conversions when required (modifying/assembling standard products to meet customer order requirements).
• Evaluate items returned by customers for repair or warranty replacement.
• Support electrical and mechanical returns by booking in items, assisting engineers with paperwork, and liaising with customers.
• Deliver high levels of customer service, escalating to the manager when needed.

Skills

Telephone support experience

Fault finding

Communication skills

Organisation skills

Customer handling

Job description

GI Group Main Account is seeking a Telephone Support Person to provide first-line telephone and email technical support across a full range of products. The role is office-based in Basingstoke and would suit someone with experience providing telephone support within a technical or mechanical environment.

Key duties include identifying spare parts, advising on product selection, handling fault finding, and delivering excellent customer service.