What Jobs are available for Problem Solving in West Yorkshire?

Technical Sales Support Executive (Manufacturing)

30,000 - 35,000 DOE + Bonus + Progression + Training + Health Care + 25 days holiday + Free Parking

Huddersfield

Are you a Technical Sales Coordinator or Account Manager from a manufacturing environment, looking to secure a role with great pay and role progression opportunities, and a range of additional benefits?

Are you looking to join a well-established company undergoing a period of growth, in a brand-new role, having a direct impact on business processes?

This company was founded just over 20 years ago, specialising in a niche industry within metal manufacturing. Off the back of recent success, they are expanding and are looking for someone with potential to join their successful sales team.

In this role, you will be growing relationships with clients, providing quotations, and winning orders. You will liaise with the business development managers to expedite the sales process and interpret technical drawings relating to metal fabrication.

The Role:

• Order processing, monitoring deliveries, and following up ETAs
• Preparing quotations and winning orders
• Client-facing - including occasional site visits
• Sales support and interpreting CAD drawings

The Person:

• Background in technical administration or sales support within engineering

If you are interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Keywords: sales, administrator, account manager, metal, fabrication, coordinator, assistant, service, advisor, Huddersfield, maritime, logistics, administration, procurement

Reference Number: BBBH21668A

We are an equal opportunity employer and welcome applications from all suitable candidates. The salary advertised is a guideline for this position. The offered remuneration will be dependent on the extent of your experience, qualifications, and skill set.

Ernest Gordon Recruitment Limited acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. By applying for this job, you accept the T&C's, Privacy Policy, and Disclaimers which can be found at our website.

• Respond to and resolve technical support requests from customers via phone, email, and chat in a timely and efficient manner.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide clear and comprehensive instructions to users on how to resolve technical problems.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Document all support activities, including troubleshooting steps, resolutions, and customer interactions.
• Maintain and update knowledge base articles and support documentation.
• Identify recurring technical issues and provide feedback to product development and engineering teams for improvements.
• Assist with the installation, configuration, and maintenance of software and hardware.
• Proactively monitor system performance and identify potential issues before they impact users.
• Provide training and support to junior members of the technical support team.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and networking concepts.
• Excellent diagnostic and problem-solving skills.
• Exceptional customer service and communication skills, both written and verbal.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with ticketing systems and remote support tools.
• A relevant IT qualification or certification is a strong advantage.
• Familiarity with cloud-based services and mobile device support is a plus.
• Patience and a calm demeanor when dealing with frustrated users.

• Lead, mentor, and manage a team of technical support specialists, overseeing daily operations and performance.
• Provide high-level technical support and troubleshooting for the company's software products and services.
• Handle escalated customer issues, ensuring swift and satisfactory resolution.
• Develop and maintain the knowledge base, creating technical documentation, guides, and FAQs for both internal teams and customers.
• Monitor support ticket queues and allocate resources effectively to meet service level agreements (SLAs).
• Identify trends in customer support issues and collaborate with product development and engineering teams to implement permanent solutions.
• Assist in the recruitment, training, and onboarding of new technical support staff.
• Implement and refine support processes and best practices to enhance efficiency and customer experience.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Stay up-to-date with product updates, new features, and industry best practices in technical support.
• Report on key support metrics, such as response times, resolution rates, and customer satisfaction scores.
• Act as a point of contact for major technical escalations and customer issues.

• Minimum of 4 years of experience in technical support or a related IT role, with at least 2 years in a leadership or supervisory capacity.
• Proven ability to lead and motivate a team.
• Strong technical aptitude with a deep understanding of software, hardware, and networking concepts.
• Experience with CRM systems and helpdesk ticketing software (e.g., Zendesk, ServiceNow).
• Excellent problem-solving, analytical, and diagnostic skills.
• Outstanding communication and interpersonal skills, with the ability to explain technical issues clearly to both technical and non-technical users.
• Familiarity with (mention a relevant technology, e.g., SaaS platforms, cloud computing, specific operating systems) is highly desirable.
• Ability to manage multiple priorities and work effectively under pressure.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• A customer-centric mindset with a passion for delivering exceptional service.

• Respond to customer inquiries and technical issues via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, and network issues.
• Guide users through step-by-step solutions to resolve their technical problems.
• Escalate complex issues to the appropriate internal teams when necessary.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Create and maintain knowledge base articles and user guides.
• Identify recurring issues and provide feedback to product development teams for improvement.
• Provide proactive support and guidance to customers to prevent future issues.
• Stay current with product updates and new technologies.
• Contribute to a positive and collaborative team environment.

• Proven experience in a technical support or helpdesk role.
• Strong understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Excellent troubleshooting and diagnostic skills.
• Exceptional customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Ability to work effectively both independently and as part of a team.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are an advantage.
• A proactive approach to problem-solving and a commitment to customer satisfaction.
• Must be eligible to work in the UK.

• Provide first-line and second-line technical support to users via phone, email, and chat, addressing software-related issues.
• Diagnose and troubleshoot a wide range of technical problems, including software installation, configuration, and functionality.
• Guide users through step-by-step solutions to resolve technical issues effectively and efficiently.
• Escalate complex or unresolved issues to higher-level support teams or development as per established procedures.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Create and maintain knowledge base articles and FAQs to assist users and support colleagues.
• Identify recurring technical issues and provide feedback to product development teams for system improvements.
• Ensure a high level of customer satisfaction by providing timely, professional, and courteous support.
• Stay up-to-date with product updates, new features, and common technical challenges.
• Contribute to the continuous improvement of support processes and customer service standards.

• Proven experience (minimum 3 years) in a technical support role, preferably with software products.
• Strong understanding of Windows and macOS operating systems, and common office productivity software.
• Familiarity with networking concepts (TCP/IP, DNS, VPN) is a plus.
• Excellent troubleshooting and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Customer-centric approach with a dedication to providing outstanding service.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is essential.
• Certifications such as CompTIA A+ or similar are advantageous.
• Adaptability to learn new technologies quickly.

Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.

If you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling or if you prefer to send an email, you can to and we will get back to you as soon as possible.

FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

This role covers several shifts over 7 days a week between Mon - Fri 8am to 8:30pm & Sat - Sun 9am to 5pm, please note the salary for this role £24,570 to £28,000.

About the Role:

We're looking for a thoughtful and resourceful Technical Support Advisor to join our Consumer Support team. This isn't a scripted call centre role, it's a hands-on, problem-solving position where your curiosity and technical insight will make a real impact.

You'll be the first point of contact for our customers, supporting a range of home connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. Your goal? Resolve issues efficiently, educate customers on self-service tools, and ensure every interaction leaves them feeling confident in both the service and the support behind it.

As a B Corp certified company, we're committed to doing business responsibly by investing in our people, our community, and the planet. That means we're looking for someone who's not just technically capable, but eager to grow, learn, and contribute to a team that values integrity, empathy, and continuous development.

What You'll Be Doing:

• Providing expert support via phone and email
• Diagnosing and resolving technical issues without relying on scripts
• Handling both 1st and 2nd line support queries from start to resolution
• Guiding customers through self-service tools and promoting their benefits
• Prioritising and managing queries with attention, care and urgency
• Contributing ideas for service improvements and team development
• Participating in team meetings and department meetings

What You'll Bring:

Technical Skills:

• A solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP products
• Previous work experience within the ISP Industry, IT Helpdesk, or a comparable Technical Support environment
• Familiarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6, IPVPN
• Experience with fault management or ticket handling (desirable)

Personal Qualities:

• Highly customer-focused with a passion for delivering outstanding service
• Excellent communication skills; able to explain technical concepts clearly to all levels of users
• Strong questioning and diagnostic skills to uncover root causes
• Self-motivated and able to manage multiple tasks under pressure
• Enthusiastic adopter of new technologies, systems, and processes
• Empathetic and mindful of the customer impact behind every decision
• Calm, focused, and adaptable in a fast-changing environment
• Always eager to "do the right thing" for the customer

Benefits

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan
• An extra day off for your birthday
• Car salary sacrifice scheme
• Continuous learning and development
• Discounted Mobile plans
• Flexible and Hybrid working
• Free onsite parking
• Internal coaching and mentoring opportunities
• Onsite Contemplation and Prayer room
• Onsite Electric Car Charging points
• Optional flexible critical illness cover
• People-friendly policies
• Recognition awards where we celebrate the most awesome people
• Retail discounts
• Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
• Six monthly salary reviews
• Subsidised Nursery fees
• Subsidised Onsite Restaurant
• Superfast Free Reliable Broadband
• Travel Loan and Ride2Work Schemes
• Two days' paid leave per year for voluntary work

• Provide expert-level technical support to customers via multiple channels, including email, chat, and phone, resolving complex hardware and software issues.
• Diagnose, troubleshoot, and document technical problems reported by customers, escalating issues to appropriate engineering teams when necessary.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower customers and support staff.
• Analyze support trends and identify recurring issues, providing feedback to product development and quality assurance teams for potential solutions.
• Train and mentor junior support engineers, sharing knowledge and best practices.
• Assist in the development and implementation of new support tools and technologies.
• Proactively monitor customer systems and applications to identify and address potential problems before they impact users.
• Contribute to the continuous improvement of support processes and customer service standards.
• Manage multiple support tickets simultaneously, prioritizing and resolving them efficiently.
• Collaborate with sales and account management teams to ensure a seamless customer experience.
• Participate in on-call rotations as required to provide 24/7 support coverage.
• Stay current with product updates, new features, and industry best practices in technical support.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or helpdesk role, with at least 2 years in a senior capacity.
• Proven ability to diagnose and resolve complex technical issues across various platforms and operating systems.
• Strong understanding of networking concepts, databases, and common software applications.
• Excellent communication, interpersonal, and customer service skills.
• Proficiency with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• Experience in scripting or basic programming is a plus.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.