Technical Helpdesk Assistant

July 22

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Reliance Worldwide Corporation

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Reliance Worldwide Corporation (RWC) is a global provider of water control systems and plumbing solutions for domestic, commercial and industrial applications$1. .$1

Plumbing Solutions • Water Control Systems • Push-to-Connect Valves

1001 - 5000

Description

• Provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for the entire RWC product range. • 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 polices 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 • Demonstrate an in-depth understanding of the Reliance Valves, JG Speedfit, John Guest, SharkBite, and JG Underfloor product ranges, including installation, maintenance, trouble shooting and their integration within plumbing and heating systems • Stay updated on industry trends, product developments, and best practices to provide accurate and up-to-date technical support • Serve as a subject matter expert on the entire RWC product range • Assist with product development by providing feedback and insights gathered from customer interactions • Act as the escalation point for complex technical issues that require advanced trouble shooting and problem solving • Collaborate with engineering, quality and product development teams to resolve critical issues.

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.