Technical Support Advisor

About the role

We are excited to offer you the opportunity to join our Technical Support department as a Technical Support Advisor. You will provide technical support on a range of heating products to internal and external customers via telephone, email, live chat and video calling, aiming for first‑time resolution.

Key responsibilities

• Deliver pre‑ and post‑sales technical support to external and internal customers through multiple communication channels.
• Perform against set qualitative and quantitative KPIs.
• Ensure advice is delivered ‘Right First Time’.
• Liaise with internal departments to keep technical information accurate and up‑to‑date for current, historical and new products.
• Focus on customer needs to maintain best‑in‑class technical support.

Required profile

• Minimum Level 3 (A‑Level equivalent) qualification; mechanical, electrical or related industry qualification preferred.
• Knowledge of the UK/Ireland heating industry and fundamental operation of boilers and renewable heating appliances.
• Reliable, flexible, highly motivated with strong problem‑solving ability and analytical mindset.
• Excellent communication, organisational skills and a professional telephone manner.
• IT literate with experience using Excel, PowerPoint and Word.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word

What we offer

• Hybrid working options and a rota covering core hours.
• 25 days annual leave plus bank holidays.
• Company performance bonus up to £2,000 gross per annum.
• Enhanced pension contributions and access to Perkbox benefits.
• Health and well‑being support, including mental health first‑aid champions and a subsidised on‑site café.