Product Technical Advisor

Salary depending on experience

Job Overview
We are seeking a dedicated and self-motivated. Technical Support & Product Advisor to join the Vidalux team. This role is the backbone of our customer experience, providing expert guidance on our range of high-quality steam showers, saunas, and whirlpool baths. You will be the go-to person for technical inquiries, helping customers and installers navigate everything from pre-purchase specifications to post-installation troubleshooting.

The ideal candidate will embody our brands calm, authoritative, and helpful nature. You should be comfortable explaining technical concepts simply, ensuring every customer feels supported and confident in their wellness investment.

Duties

  • Assist customers and professional installers via phone, email, and live chat, delivering a service that is expert, warm, and free of jargon.
  • Provide detailed troubleshooting and technical support for our product range, including electrical requirements, plumbing connections, and steam/sauna technology.
  • Guide customers toward the right product for their needs using our "Better Than" engineering principles, focusing on long-term value rather than high-pressure sales.
  • Update and tend to our technical literature, such as installation manuals and on-site guidance.
  • Build and install products within our showroom for help guide videos, marketing videos, etc.
  • Collaborate directly with our Technical Director and warehouse teams to resolve complex issues and manage spare parts requests.
  • Uphold the Vidalux brand identity by being a calm, knowledgeable, and supportive guide throughout the customer journey.
  • Maintain clear communication with clients, ensuring they understand product features and benefits

Qualifications

  • Proven experience in technical support, customer service, or a trade-related role (plumbing or electrical knowledge is a significant advantage).
  • Strong communication skills with the ability to remain calm and empathetic when dealing with complex technical issues.
  • A "solutions-first" mindset with the ability to analyse a problem and provide a clear, step-by-step resolution.
  • Excellent organisation skills to manage multiple inquiries across various channels simultaneously.
  • Experience with data entry and CRM systems to ensure clear documentation of all technical support cases.
  • A proactive attitude toward learning the deep "engineering-led" details of our product innovations
  • MUST have good computer skills, be able to utilise common programmes such as Word, Excel, PDF editors, and similar tools.

This position offers an engaging environment for individuals eager to utilise their technical knowledge and communication skills while supporting customers effectively.

Job Type: Full-time

Pay: From £27,040.00 per year

Work Location: In person

Back to blog
Ads

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...