Technical Customer Service Advisor

Confidential; Manchester, Salford; On-site; GBP 28,000 - 35,000; Full time

Job summary

Confidential in Manchester is seeking a Technical Customer Service Advisor to provide hands-on support for customers with machine-related issues. You will diagnose faults remotely, guide recovery steps, and coordinate engineer visits when needed, ensuring issues are resolved efficiently.

The role emphasizes proactive maintenance, troubleshooting skills, and clear communication with customers while maintaining accurate service records and coordinating with field engineers.

Qualifications

• Experience in a technical customer service, helpdesk, service coordination or technical support role.
• Strong technical aptitude and confidence troubleshooting equipment or systems.
• Experience using a ticketing system or structured customer support process.
• Excellent telephone manner and the ability to explain technical information clearly.
• Strong organisational skills to prioritise reactive issues and manage multiple tickets.
• Experience with liquid machines or fluid-handling equipment is desirable but not essential.

Responsibilities

• Act as the first point of contact for customer service and technical support enquiries.
• Manage incoming issues through a ticketing system, logging, prioritising, tracking and resolving requests.
• Provide telephone support, guiding customers through troubleshooting steps and recovery procedures.
• Diagnose issues remotely where possible and determine the best course of action.
• Arrange engineer call-outs when remote resolution is not possible and coordinate appointments.
• Keep customers informed with progress updates to ensure a positive experience.
• Take ownership of issues, ensuring tickets are followed up and closed out.
• Identify recurring issues and escalate complex problems when needed.
• Proactively organise machine servicing and planned maintenance activities.
• Maintain accurate records of interactions, issues, actions and engineer visits.
• Collaborate with internal teams and field engineers for timely support.

Skills

Technical support

Ticketing system

Troubleshooting

Telephone etiquette

Job description

Technical Customer Service Advisor 28,000 - 35,000 DOE

North Manchester Based.

We are looking for a technically minded, customer-focused individual to join our client as a Technical Customer Service Advisor. This is a hands‑on, reactive support role, ideal for someone who enjoys troubleshooting problems, helping customers and finding practical solutions.

You will be the first point of contact for customers experiencing issues with their machines, providing telephone support to help diagnose faults and guide them through recovery wherever possible. When an issue cannot be resolved remotely, you will coordinate engineer call‑outs and ensure that problems are followed through to resolution.

Experience working with liquid machines or similar technical equipment would be a real advantage. However, we are equally interested in candidates with a strong technical aptitude and experience working within a ticket‑based customer service or technical support environment.

Alongside reactive support, you will also play a proactive role in helping customers maintain reliable equipment by organising routine servicing, upgrades and other planned maintenance activities.

Responsibilities as Technical Customer Service Advisor:

• Act as the first point of contact for customer service and technical support enquiries
• Manage incoming customer issues through a ticketing system, ensuring requests are logged, prioritised, tracked and resolved efficiently
• Provide telephone support to customers, talking them through troubleshooting steps and machine recovery procedures
• Diagnose issues remotely where possible, identifying the likely cause of faults and determining the best course of action
• Arrange engineer call-outs when problems cannot be resolved remotely, coordinating appointments and communicating with customers and engineers
• Keep customers informed of progress, providing regular updates and ensuring a positive customer experience throughout the resolution process
• Take ownership of customer issues, ensuring tickets are followed up and closed out appropriately
• Identify recurring issues and elevate more complex technical problems where necessary
• Proactively organise machine servicing, maintenance visits, upgrades and other planned works
• Maintain accurate records of customer interactions, machine issues, actions taken and engineer visits
• Work closely with internal teams and field engineers to ensure customers receive timely and effective support

Essentials as Technical Customer Service Advisor:

• Experience in a technical customer service, helpdesk, service coordination or technical support role
• A strong technical aptitude and confidence troubleshooting equipment or systems
• Experience using a ticketing system or structured customer support process
• Excellent telephone manner and the ability to explain technical information in a clear, straightforward way
• Strong organisational skills, with the ability to prioritise reactive issues and manage multiple open tickets
• Experience with liquid machines, fluid-handling equipment or similar machinery would be highly desirable, but it is not essential for the right candidate
• Experience supporting technical products or equipment in another industry would also be considered