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West Midlands

Technical Support Advisor

Apply now Job no: 500508
Work type: Full time
Site: Redditch
Categories: Central Support
Location: Worcestershire

Job Purpose

We have a great opportunity for a Technical Support Advisor to join the Group 2 Wheel Support team, supporting our stores across the cycling business.

Your main responsibility will be to manage calls and emails, supporting shop colleagues with Technical advice. The role will focus on both inbound communications and targeted outbound calls to stores in need of advice to manage warranty and quarantine levels.

A successful candidate will be required to follow defined processes and work with existing and new systems to support stores. Alongside this, the role will involve supporting the 2 Wheel Support team with exciting new projects, cycling parts database, eBike diagnostics and warranty.

Key Responsibilities

  • Managing and responding to incoming calls and emails. Co-ordinating resolutions in response to queries.
  • Initiating targeted calls to high quarantine stores offering advice and support.
  • Log and record data for all store contacts.
  • Diagnose and identify on the best course of action, according to pre-defined criteria and parameters.
  • Support the returns process with vendors, to ensure Warranties are managed cost effectively.
  • Support with Colleague / Customer issues and enquiries relating warranty and repair.
  • Support the 2 Wheel Support Team with ongoing projects to improve support to stores.

Key Skills/Experience

To be successful you will need to be able to demonstrate the following experience, skills and attributes;

  • Ability to follow pre-defined procedures and use existing systems, with strong attention to detail.
  • Excellent communication skills.
  • Detailed knowledge relating to cycle maintenance and repair.
  • A keen team player and willing to support colleagues and customers.
  • PC literate - able to use Microsoft Excel and other basic Software packages.

Advertised: GMT Daylight Time

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