Ipswich
We are looking for a Technical Service Support Specialist to provide outstanding technical advice via phone, video calls, and email to our customers on Liquidline equipment. This permanent role works Monday – Friday 07:30 – 17:00 (45 hours per week).
The Role – Technical Service Support
* Support customers via phone, virtual calls & videos, and email requiring technical assistance on a variety of Liquidline machines and equipment
* Help with diagnosing, troubleshooting and problem‑solving customer queries.
* Collaborate with Operations team to continuously improve support guidance videos and self‑help solutions based on experience with incoming customer questions and issues
* Provide feedback to Sales and Engineering teams to reduce number of issues/enquiries raised by customers and/or improve efficiency
* Communicate clear & concise answers to complex technical questions to decrease the level of basic escalations from frontline teams
* Solution finding and co‑ordination in response to customer technical issues
* Maintaining system records efficiently and to a high standard of accuracy.
* Taking ownership and responsibility of any issues from the start through to a successful resolution or escalation to another support team.
What You Will Need In The Role Of Technical Service Support
* You will have a minimum of two years’ experience in technical customer support (2nd line support)
* Ability to diagnose and troubleshoot technical issues
* Excellent communication skills, both written and verbal
* Proven ability to manage a heavy workload, plans, prioritises and organises own work in support of achieving individual and team objective.
* Service driven and competent in handling dissatisfied customers
* Establishes effective relationships with clients to understand and exceed their needs
* Tenacious to get things done and responsive to get things done to deadline
* IT proficient, with a good understanding of Microsoft Office, Excel and bespoke CRM system
* High level of accuracy and attention to detail
* Desire to work in a fast‑paced environment with the motivation to exceed Service Level Agreements (SLAs)
* Takes proactive ownership and accountability; fully trusted and honest, with a strong work ethic and reliability, in terms of attendance, timekeeping and responsibility.
* Responsive, with a service‑driven approach to deliver the ‘wow’ factor.
What You Will Learn & What Liquidline Can Offer You
* 25 Days Annual Leave + Bank Holidays
* Long Service Annual Leave Entitlement & Buy/Sell Scheme
* Candidate Referral Program
* Company Bonus Scheme
* Enhanced Sick Pay
* Enhanced Parental Leave
* Salary Sacrifice Pension Scheme
* Life Assurance & Income Protection (UK Only)
* HSF Health Plan
* YuLife Wellbeing Platform
* Employee Assistance Programme
* Menopause Support via Stella App
* Lunch on Liquidline & Bi‑Annual Conferences
Liquidline is a fast‑growing, family‑owned business that has expanded from 92 to over 300 employees since 2020. With ambitious plans for the next five years, there’s never been a better time to join us! Our dynamic and innovative environment offers endless opportunities for personal and professional growth.
We are proud to be an Equal Opportunities Employer, treating everyone with fairness, respect and appreciation. At Liquidline, we embrace diversity and value the unique experiences and perspectives of every individual.
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