Tech Service Support Specialist

Liquidline; Ipswich; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 Days Annual Leave + Bank Holidays

Long Service Annual Leave Entitlement

Candidate Referral Program

Company Bonus Scheme

Enhanced Sick Pay

Enhanced Parental Leave

Salary Sacrifice Pension Scheme

Life Assurance & Income Protection (UK

HSF Health Plan

YuLife Wellbeing Platform

Employee Assistance Programme

Job summary

Liquidline is seeking a Technical Service Support specialist in Ipswich to advise customers by phone, video calls and email on a range of equipment. You will diagnose and troubleshoot issues, provide clear responses, and work with Operations to improve self-help resources.

We value accuracy, a proactive approach and the ability to manage a heavy workload while meeting SLAs. Your role supports Sales and Engineering with feedback to reduce recurring questions and drive customer satisfaction.

Qualifications

• Minimum of two years’ experience in technical customer support (2nd line).
• Ability to diagnose and troubleshoot technical issues.
• Excellent communication skills, written and verbal.

Responsibilities

• Support customers via phone, virtual calls & video, and email requiring technical assistance on Liquidline machines and equipment.
• Help with diagnosing, troubleshooting and problem-solving customer queries.
• Collaborate with Operations to improve support guidance videos and self-help solutions.
• Provide feedback to Sales and Engineering to reduce issues and improve efficiency.
• Communicate clear and concise answers to complex technical questions to reduce escalations.
• Coordinate solution finding and escalation for customer technical issues.
• Maintain Eagle records efficiently and accurately.
• Take ownership from start to resolution or escalation.

Skills

Technical support

Troubleshooting

Communication skills

CRM systems

Tools

Microsoft Office

Excel

CRM system

Job description

Liquidline is seeking a Technical Service Support specialist in Ipswich to advise customers by phone, video calls and email on a range of equipment. You will diagnose and troubleshoot issues, provide clear responses, and work with Operations to improve self-help resources.

We value accuracy, a proactive approach and the ability to manage a heavy workload while meeting SLAs. Your role supports Sales and Engineering with feedback to reduce recurring questions and drive customer satisfaction.