Technical & Product Support Advisor at Frasers Group

Shirebrook, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Knowledge, Customer Service, Troubleshooting, Communication, Problem-Solving, PC Components, Consumer Electronics, Peripherals, Installation, Compatibility, Documentation, RMA Processes, Tech Retail, PC Building, Gaming Hardware, Empathy

Industry

Retail

Description

Company Description At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME. Why join us? Our vision – we are building the worlds most admired and compelling brand ecosystem Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles: • Think without limits - Think fast, think fearlessly, and take the team with you • Own it and back yourself - Own the basics, own your role and own the results • Be relevant - Relevant to our people, our partners and the planet Are you ready to join the Fearless? Job Description We are seeking a technically skilled and customer-focused Technical Support & Product Advisor to support our customers post-purchase with expert product guidance and troubleshooting. Your primary goal will be to resolve technical issues, reduce product returns, and enhance customer satisfaction through hands-on product knowledge and clear, effective communication. You will work with a wide range of consumer electronics, PC components, and peripherals helping customers get their products working correctly — and ensuring returns only happen when absolutely necessary. Key Responsibilities: Act as the first point of contact for technical support queries after purchase (via phone, email, live chat, or ticketing system). Diagnose and troubleshoot issues related to a wide range of devices, including: PC components (GPUs, motherboards, CPUs, RAM, PSUs) Consumer electronics (monitors, networking equipment, printers, smart home devices) Peripherals (keyboards, mice, webcams, headsets) Guide customers through installations, setup, and configuration. Help customers identify compatibility issues and recommend workable solutions. Educate customers on product features, firmware updates, drivers, and best practices. Identify and resolve user errors to avoid unnecessary returns or RMAs. Log support cases, resolutions, and follow-up actions in the CRM or ticketing system. Work closely with the returns and logistics teams to prevent avoidable returns and support the RMA process when needed Flag recurring issues or faulty products to the product and purchasing teams. Contribute to internal and customer-facing documentation such as troubleshooting guides and setup tutorials. Qualifications Essential: Strong technical knowledge of consumer electronics and PC components (either professional or enthusiast-level). Experience in a technical support or customer service role. Ability to troubleshoot hardware and software issues remotely, including basic BIOS, driver, and OS-level problems. Confident in explaining technical concepts in a simple, helpful way. Familiarity with common PC builds, operating systems (Windows, some Mac), and home networking equipment. Excellent written and verbal communication skills. A calm, patient, and problem-solving approach when dealing with frustrated or confused customers. Desirable: Previous experience in a tech retail environment. Knowledge of RMA processes, warranties, and consumer return policies. Basic understanding of PC building and troubleshooting tools. A personal interest in tech, gaming hardware, or consumer gadgets. Key Qualities: Tech-savvy and solutions-focused Confident communicator and active listener Patient and empathetic under pressure Detail-oriented with strong documentation habits Self-motivated and able to work independently or as part of a team Additional Information Along with your benefits package we also offer a wide range of perks for our colleagues: Reward, Recognition and Opportunities Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant. Frasers Festival – An event like no other! Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more. CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our “CEO Sessions” ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business. Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work. Employee Welfare Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free. Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support. What’s next? Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.

Responsibilities

Act as the first point of contact for technical support queries after purchase, diagnosing and troubleshooting issues related to various devices. Guide customers through installations and help identify compatibility issues to enhance customer satisfaction.