Customer Care Technical Specialist

We are seeking a knowledgeable and skilled Technical Specialist with a strong background in domestic central heating and Air Source Heat Pumps to join our Customer Care team in Manchester. You will be the go-to expert on our products providing technical expertise to support remote diagnostics troubleshooting and issue resolution.

The ideal candidate will possess a deep understanding of UK central heating systems with specialisation in Air Source Heat Pumps. You will need to have excellent problem-solving skills and be dedicated to enhancing customer satisfaction through high-quality support.

Aira will provide all necessary product training to ensure you are equipped with the knowledge required to excel in this role.

What you will be doing

Product Expertise and Training

• Develop an in-depth understanding of the companys products and services.
• Participate in all product training sessions provided by the company to stay up-to-date on product specifications upgrades and new releases.
• Serve as the primary source of product knowledge for the customer service team and support other relevant departments.

Technical Support and Remote Diagnostics

• Conduct remote monitoring and update settings/software of all heat pumps.
• Resolve remote issues escalated from our Customer Care team.
• Support Customer Care colleagues with technical emails answering customer questions accurately and promptly.
• Monitor Device Manager dashboards to detect and fix alerts remotely.

Issue Resolution and Escalations

• Provide advanced technical support to customers ensuring quick and accurate resolution of issues.

Customer and Team Support

• Collaborate with the Customer Care team to provide clear and precise guidance on product-related inquiries.
• Conduct periodic reviews and training sessions for Customer Care agents enhancing their understanding of product functionality troubleshooting steps and best practices to prevent common issues.

What youll need to have

Expert professional technical experience in the heating industry is essential with any of the following being advantageous:

• NVQ level 2 or 3 plumbing (or equivalent)
• WRAS and Unvented hot water qualifications
• Gas qualifications
• Level 3 heat pump system design
• F-Gas Category 1

What we offer

• Salary of 43000
• 25 days Annual Leave Bank Holidays
  
• Health Cash Plan
• Reward Gateway (shopping discount)
• Life insurance
• Pension
• Referral Scheme
• Aira Academy Access for Personal Professional Development
• Branded Company Van and Fuel Card
• All tools uniform and equipment provided
• Company Phone

At Aira Were not just champions of next-generation energy were champions in Diversity and Inclusion too. We believe that a diverse workforce sparks innovation and creativity and enables us to better serve our customers and communities. We encourage individuals from all backgrounds cultures and perspectives to join our team. We will never accept any form of discrimination and believe that together we can drive a new era for our people and planet.