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Job Title:Audiology Product Technical Support Advisor Location:Chester Salary:32,000 - 35,000 per annum Job Type:Full time, Permanent The hours of work are:Monday-Friday 8:30am-4:30pm and 9:30am-5:30pm (rota basis) There may be a requirement for occasional weekend working Are you interested in a career with WSA? Due to continued growth at our Chester office, we have an exciting opportunity of Audiology Product Technical Support Advisor within our Customer Experience team. WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR. Key Responsibilities: The successful candidate will: Provide Level 2 support to external customers, handling all escalations received from level 1 advisors as part of the Service Operating model, where more technical product support is required on Hearing aid products and related Apps, accessories, and software, as well as hearing aid fitting and audiology support Escalation of cases to level 3 Advisors where further support is required Investigation into quality complaints and escalation via QMS process to ensure resolution as per regulations Provide trouble shooting solutions to support customer queries and capture in local CRM to ensure trends can be monitored About you: Essential Experience The successful candidate will: Have experience of product technical support to external customers Have a minimum of two years experience working within product technical support position Have a strong interest in IT and product technical support Have the ability to learn complex product portfolios across multiple brands Have Customer email and live chat experience Be enthusiastic and have a positive can-do attitude Have the ability to multitask Have case management experience managing own workloads and priorities Have a desire for continuous improvementalways looking for ways to improve ways of working Have knowledge of CRM software Have experience working towards strict KPIs and targets Have the ability to work across multiple screens, navigating various systems simultaneously Desirable: It is desirable but not essential that the successful candidate will have: Audiology experience Experience of handling and resolving complex complaints Experience working in the audiology industry is highly desirable Previously worked in a B2B customer relationship environment Experience of salesforce Benefits: The Audiology Product Technical Support Advisor will be rewarded with a fantastic benefits package including: 26 days annual leave plus bank holidays Company bonus scheme Contributory pension scheme Life assurance Free onsite parking and more This is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation. If you have previous experience in technical support and are interested in learning more about the vacancy, wed love to hear from you! Candidates with experience of: Product Support Adviser, Product Technical Support, Product Support Adviser may also be considered for this role.TPBN1_UKTJ