Technical Customer Support Coordinator

Adecco (Portugal); Coventry; On-site; GBP 23,000 - 29,000; Full time

Job summary

Adecco Group UK & Ireland is seeking a proactive Technical Customer Support Coordinator in Coventry. You will be the first point of contact for customers needing technical assistance, assisting with installation, operation, maintenance and fault finding.

Key responsibilities include diagnosing product faults, providing guidance via phone, email and online channels, and coordinating parts and warranty processes. IT skills and CRM experience are essential for record-keeping and issue resolution.

Qualifications

• Experience in Technical Customer Service, Technical Support, Product Support or Customer Care.
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal communication, patient and customer-focused approach.

Responsibilities

• Provide technical support to customers via telephone, email and online enquiries.
• Diagnose and assist with product faults and operational problems.
• Advise on electrical and gas supply requirements and safe product use.
• Assist with installation, assembly and replacement part enquiries.
• Log and track customer cases through to resolution with CRM systems.

Skills

Troubleshooting

Customer Service

Communication

IT Skills

Tools

CRM software

Microsoft Word

Microsoft Excel

Microsoft 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

To be successful in this role, you will have:

• 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.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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