Customer Support Technician

Reed; Woodbridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading service provider in Woodbridge is looking for a Customer Service & Technical Support Advisor. This role involves being the first point of contact for customers, troubleshooting issues, and coordinating with field engineers. Ideal candidates have experience in customer service, strong troubleshooting skills, and excellent communication. The position offers a competitive salary, full training, and opportunities for career development in a supportive team environment.

Benefits

Competitive salary and benefits package

Full training on products and service standards

Career development opportunities

Healthy work/life balance

Qualifications

• Experience in customer service or technical support, ideally in machinery/engineering/manufacturing.
• Strong troubleshooting skills with a structured, analytical approach.
• Excellent written and verbal communication; capable of simplifying technical concepts.

Responsibilities

• Be the first point of contact for phone, email, and helpdesk enquiries.
• Diagnose issues remotely and guide customers on use and maintenance.
• Coordinate with field service engineers to arrange efficient site visits.

Skills

Customer service experience

Troubleshooting skills

Clear communication

Analytical approach

Helpdesk/ticketing systems

Job description

Customer Service & Technical Support Advisor

Location: Woodbridge Location Hours: Full-time - Office Based

About the Role

This is a customer-facing technical support role where your calm troubleshooting, clear communication, and ownership of outcomes will make a real difference. You’ll be the trusted first contact for customers, helping to keep operations running smoothly, supporting field engineers, and modelling a culture of responsibility, quality, and kindness.

Key Responsibilities

• Be the first point of contact for phone, email, and helpdesk enquiries.
• Triage, log, and prioritise tickets; set clear expectations and follow through.
• Diagnose issues remotely and guide customers on use and maintenance.
• Coordinate with field service engineers to arrange efficient site visits.
• Create simple, customer-friendly training guides and short videos.
• Write and maintain knowledgebase articles that reduce repeat faults.
• Keep accurate records and use data to suggest product and process improvements.
• Contribute to a positive, supportive team environment and celebrate wins together.

What We’re Looking For

• Honesty: You give straight, respectful updates — especially when things are hard.
• Responsibility & Quality: You own tickets end-to-end and do things right, even when unseen.
• Hard Work: You bring energy and bias-to-action, focusing effort where it moves the needle.
• Clear Communication: You listen first, write crisply, and explain tech plainly.
• Kindness & Team Spirit: You’re fair, respectful, and collaborative with customers and colleagues.
• Balance & Fun: You manage workload smartly, help teammates, and bring positive energy.
• Commitment & Success: You follow through on promises and focus on solutions that make customers successful.

About You

• Experience in customer service or technical support (machinery/engineering/manufacturing ideal).
• Strong troubleshooting skills with a structured, analytical approach.
• Excellent written and verbal communication; confident explaining technical concepts simply.
• Organised, calm under pressure, and comfortable juggling priorities.
• Proficient with helpdesk/ticketing systems and documenting fixes.
• Naturally helpful — you enjoy sharing knowledge and improving processes.
• A values match with our Points of Culture — show us how you’ve lived them.

What We Offer

• Competitive salary and benefits package.
• Full training on products, systems, and service standards.
• A supportive team that values honesty, quality, and clear communication.
• Career development in a growing, innovation-led business.
• A healthy work/life balance and a team that knows how to enjoy the journey.

How to Apply

Send your CV and a short cover letter to Bonus prompt (optional but encouraged): In ~200 words, tell us about a time you demonstrated one of our Points of Culture and the impact it had.