Reliance Worldwide Corporation is hiring a
Technical Helpdesk Assistant

Summary

The job is for a Technical Support Specialist at Reliance Worldwide Corporation (RWC). The role involves providing expert technical guidance to customers, developing and implementing a knowledge base system, ensuring quality assurance in technical support interactions, and serving as a subject matter expert on the entire RWC product range.

Requirements

• Proven experience in technical support role or a similar role within the plumbing and heating industry
• Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves and underfloor heating
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Familiarity with CRM software for tracking and managing customer enquiries
• Ability to work collaboratively in a team and independently
• Customer focused with a strong dedication to providing exceptional service
• Willingness to stay updated on industry developments and product knowledge through continuous learning
• Proactive attitude in identifying potential process and product improvements
• Strong time management skills to meet deadlines and manage workloads
• Positive and professional demeanor in all interactions
• Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties

Responsibilities

• Provide exceptional high-level technical support via phone, email (and live chat) whilst meeting department KPIs and objectives
• Diagnose and resolve complex technical issues related to our products promptly and efficiently especially in relation to Commercial Valves
• Collaborate with the Customer Service team to ensure timely and satisfactory issue resolution
• Develop and implement a robust knowledge base system that includes FAQs, trouble shooting guides and product documentation to assist customers and internal teams
• Create training material and conduct training sessions for internal staff and customers on our product range
• Ensure that all technical support interactions meet quality standards and adhere to company policies and procedures
• Monitor customer feedback and implement improvements to enhance the customer support experience
• Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes
• Review marketing materials including websites, product guides, technical guides, data sheets to ensure correct and up to date information is being provided