Aftersales Technical Support Advisor

Job Summary

The Aftersales Technical Support Advisor is a key member of our Customer Service team and the first point of contact for customers requiring aftersales support.

You will be responsible for handling customer enquiries professionally and efficiently, delivering a high standard of customer care while providing practical and accurate technical support.

The role involves managing customer records within our CRM system, creating and managing cases, raising orders and helping to diagnose product or installation-related issues by telephone and email.

Excellent communication and problem-solving skills are essential, along with a customer-focused approach and confidence using computer-based systems. Experience with Microsoft 365 would be an advantage.

You don't need to be a qualified engineer, but you should have a practical mindset, be comfortable learning how technical products work, and be able to explain solutions clearly to customers.

As part of the Customer Service team, you will also be expected to contribute positively to the wider team, collaborating with colleagues and other departments to resolve customer enquiries and continually improve the service we provide.

Responsibilities

• Answer incoming telephone calls promptly and professionally.
• Respond to customer email enquiries within 48 hours, excluding weekends.
• Provide first-line technical and aftersales support to customers.
• Ask appropriate questions to diagnose product, installation and operational issues accurately.
• Maintain accurate and up-to-date customer records within the CRM system.
• Create, manage and complete customer cases accurately and in a timely manner.
• Raise Sales Orders promptly and ensure they have successfully synchronised with Linnworks for shipment.
• Identify and report potential new or recurring product issues to the Manager and Senior Quality Engineer.
• Report system or website issues to the Digital Services Manager.
• Liaise with the Manager and Marketing department regarding issues with online product listings, as well as potential sales or listing opportunities.
• Take ownership of customer enquiries and work towards an appropriate resolution.

Pay: £22,000.00-£25,000.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Employee mentoring programme
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay

Ability to commute/relocate:

• Norwich NR10 4FE: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• aftersales support: 2 years (preferred)

Work Location: In person