ABOUT US

We’re a small but mighty ecommerce business based in Sheffield, specialising in aftermarket marine diesel engine parts. Our mission is simple: to help keep boats on the water longer - promoting sustainability by reducing unnecessary engine replacements and waste. With a growing, global customer base and a pipeline of exciting new products, we’re driven by precision, innovation, and delivering exceptional value to our customers. To support our growth, we’re looking for a Technical Customer Support Specialist to join our dynamic, talented team.

ABOUT YOU

We’re looking for a customer-first professional who thrives on problem-solving and clear communication. If you enjoy helping people, are eager to learn about niche products, and have an interest in engines or mechanics - this could be your ideal role. Bonus points for those who are handy with a torque wrench!

ESSENTIAL SKILLS & EXPERIENCE:

• Proven experience in a customer support or service role
• Confident telephone manner and excellent communication skills
• Comfortable discussing products and offering recommendations
• Strong written communication for email and helpdesk responses
• A working knowledge of engines and mechanics (as a hobby or job)

THE ROLE

We’re seeking a Technical Customer Support Specialist to be the go-to person for our customers who need technical guidance. You’ll support customers via phone, email, and our ticketing platform, helping them with everything from product recommendations to order tracking, returns, and technical troubleshooting. You’ll play a key role in ensuring our customers have a smooth and satisfying experience, as well as using customer insights to support the development of new products.

KEY RESPONSIBILITIES

• Technical & Order Support: Assist customers with placing orders, understanding products, navigating the website, and resolving technical queries.
• Product Advice: Offer informed, accurate product recommendations based on customer needs.
• Customer Service: Deliver exceptional support via phone and email resolving queries, concerns, complaints, and feedback.
• Order Management: Handle order processing, tracking, amendments, refunds, and returns promptly and accurately.
• Customer Insights: Identify trends, monitor feedback, and share insights with the team to drive improvements.
• Product Development: Using customer insights to help create and support the development of new products.
• Collaboration: Work closely with the technical and customer support departments to ensure seamless service and contribute to the wider customer experience strategy.