Fitshop UK
Technical Support Assistant (F/T 37.5h)
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Role Overview
Supporting the Technical Support team, you will ensure the customer journey is seamless and that customers are adequately assisted with any technical problems with their fitness equipment.
Responsibilities
- Ensure all processes are followed and after-sales technical support queries, returns, installations, and repairs are managed swiftly and professionally.
- Support team performance, maintaining team vision, and inspire the Technical Support team.
- Deliver a speedy turnaround on returns, especially 3rd party returns, technical queries, spare parts, repairs, installations, and quality issues.
Key Responsibilities
- Support the management of returns, parts orders, repairs, diagnostics, installations, and 3rd party claims.
- Use multiple channels to connect with our customers and resolve all enquiries, including but not limited to quotes for parts, repairs, and complaints using WMS and Exchequer.
- Support other members of the team with WMS and Exchequer training.
- Promptly establish and resolve customer faults and other technical queries, through telephone calls, e-mails, and online web-chat.
- Assist with returns, spare parts, diagnostics, and technical builds to support the after-sales experience.
- Maintain high standards in the warehouse area dedicated to technical support, including diagnostics/workshop area, returns, and parts.
- Continuously look at the internal processes and procedures in order to drive efficiencies.
- Support with day-to-day escalated and/or operational questions from the team, especially on WMS and Exchequer.
- Collaborate swiftly and professionally with the installation team and 3rd party partners to enable the best customer experience.
- Be comfortable with Health & Safety and enforce as part of daily activities.
- Continuous personal improvement; constantly striving to grow and develop yourself and the team.
- Continuous personal and professional development in the area of expertise and maintaining strong product and technical knowledge.
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Who You Will Work With
- Liaising with colleagues in other departments to ensure smooth after-sales service, including the diagnostics and parts team.
- Collaborating with Retail, Sales, Warehousing & Logistics partners to speedily and proactively resolve issues.
- In this role, you will be required to liaise with allocated customers and ensure a smooth after-sales process, including for parts, repairs, and installations.
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Requirements
- Experience in customer care.
- A knowledge of fitness equipment.
- An understanding of the health and safety requirements in line with the technical area.
- Strong communication and collaboration skills due to working with external customers, 3rd party suppliers, and internal teams.
- Ability to problem solve and effectively communicate action plans.
- To be able to plan and organize personal workload and support all members of the team.
Advantages – Though Not Essential
- A Full UK Driving licence.
- A forklift licence.
Benefits
- Full training.
- 37.5-hour contract.
- 30 days per annum paid holiday (pro rata for part-time; inclusive of bank holiday allowance).
- Pension scheme.
- Life Insurance.
- Generous staff discount.
If this sounds like the ideal role for you, we would love to hear from you! Click apply and send us your CV. We look forward to receiving your application!
Job Type: Full-time
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