Technical Customer Support Coordinator

Confidential; Coventry; On-site; GBP 23,000 - 29,000; Full time

Job summary

Confidential is seeking a proactive Technical Customer Support Coordinator in Coventry for a permanent, full-time role with a salary around £26,000 per year. You will be the first point of contact for customers needing technical assistance, handling installation, maintenance, fault finding, and parts enquiries, while coordinating with internal teams and service partners to ensure timely resolution.

The role requires strong communication, problem-solving, and IT literacy, including CRM usage, and

Qualifications

• Previous experience within a Technical Customer Service, Technical Support, Product Support or Customer Care role.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• A full UK driving licence.

Responsibilities

• Providing technical support to customers via telephone, email and online enquiries.
• Diagnosing and assisting with product faults, assembly issues and operational problems.
• Advising customers on electrical and gas supply requirements, troubleshooting and safe product use.
• Supporting customers with assembly, installation and replacement part enquiries.
• Logging, tracking and managing customer cases through to resolution.
• Processing warranty claims and coordinating replacement parts where required.
• Maintaining accurate records using CRM systems and internal databases.
• Liaising with suppliers, service engineers, logistics teams and other departments to ensure customer issues are resolved promptly.
• Monitoring ongoing cases and providing regular updates to customers.Producing reports and assisting with general departmental administration.
• Supporting customer retention through professional and effective problem resolution.

Skills

Customer service

Troubleshooting

Communication

Attention to detail

Tools

CRM systems

Microsoft Word

Excel

Outlook

Job description

Technical Customer Support Coordinator

Location: Coventry

Contract Type: Permanent

Salary: 26,000

Hours: Full Time

Driving Licence Required: Yes

Own Car: Yes

About the Role

We are seeking a proactive and customer-focused Technical Customer Support Coordinator to join our growing team. This role is ideal for someone with strong customer service skills and a practical technical understanding of products, troubleshooting, fault diagnosis and customer support.

You will act as the first point of contact for customers requiring technical assistance, providing support and guidance on product installation, operation, assembly, maintenance and fault finding. Typical enquiries may relate to electrical supply issues, gas supply concerns, product assembly, product faults, replacement parts and general technical troubleshooting.

Working closely with internal departments, suppliers and service partners, you will ensure customer issues are resolved efficiently while delivering an excellent customer experience.

Key Responsibilities

• Providing technical support to customers via telephone, email and online enquiries.
• Diagnosing and assisting with product faults, assembly issues and operational problems.
• Advising customers on electrical and gas supply requirements, troubleshooting and safe product use.
• Supporting customers with assembly, installation and replacement part enquiries.
• Logging, tracking and managing customer cases through to resolution.
• Processing warranty claims and coordinating replacement parts where required.
• Maintaining accurate records using CRM systems and internal databases.
• Liaising with suppliers, service engineers, logistics teams and other departments to ensure customer issues are resolved promptly.
• Monitoring ongoing cases and providing regular updates to customers.Producing reports and assisting with general departmental administration.
• Supporting customer retention through professional and effective problem resolution.

About You

• Previous experience within a Technical Customer Service, Technical Support, Product Support or Customer Care role.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• A professional, patient and customer-focused approach.
• Good IT skills including Microsoft Word, Excel and Outlook.
• Experience using CRM or case management systems.
• The ability to manage multiple customer enquiries while maintaining attention to detail.
• Confidence explaining technical information to customers in a clear and easy-to-understand manner.
• A full UK driving licence.

Desirable Experience

• Experience supporting customers with consumer products, appliances, mechanical or electrical products.
• Experience handling warranty claims and replacement parts enquiries.
• Understanding of basic electrical and gas-related fault finding.
• Experience working within a manufacturing, engineering, retail or product support environment.
• Experience liaising with service engineers, distributors or field-based technicians.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.