Technical Support Specialist

We are seeking a motivated and technically minded Technical Support Assistant to join our fast growing brand JTP. The successful candidate will provide expert advice, troubleshooting assistance, and product support for our range of taps, radiators, showers, and related heating and plumbing products.

This role is ideal for someone with a background in plumbing or heating who enjoys problem-solving, supporting customers, and working in a fast-paced technical environment., * Provide first-line technical support to customers, installers, and internal teams via phone, email, and live chat.

• Diagnose and resolve technical issues related to taps, radiators, showers, valves, and heating systems.
• Offer guidance on installation, operation, and maintenance of plumbing and heating products.
• Process and log technical queries, returns, and warranty claims accurately.
• Liaise with the technical and product development teams to escalate complex issues and provide feedback.
• Maintain up-to-date knowledge of company products, including new ranges and specifications.
• Support the creation of technical documentation, FAQs, and troubleshooting guides.
• Provide input to improve customer satisfaction and streamline technical processes.
• Occasionally assist with product demonstrations, training sessions, or trade events.

Do you have experience in Technical support?, * Practical knowledge of plumbing and heating systems, particularly taps, radiators, and showers.

• Previous experience in a technical support, customer service, or plumbing trade role (preferred).
• Strong diagnostic and problem-solving skills.
• Excellent communication skills - both written and verbal.
• Ability to explain technical information clearly to non-technical customers.
• Competent with computers, CRM systems, and Microsoft Office applications.
• Attention to detail and strong organizational skills.
• Team player with a positive, customer-focused attitude., * NVQ Level 2 or higher in Plumbing & Heating (or equivalent experience).
• Knowledge of current plumbing regulations and standards.
• Experience with thermostatic and mixer shower systems.
• Understanding of radiator and central heating system layouts.