Technical Service Support

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 the fastest-growing commercial coffee solutions provider in the UK and Ireland—not that we’re bragging! Our customers are companies that take pride in offering quality refreshments to their employees and clients. Our success is built on outstanding customer service, hard work, and a strong team culture. We believe in delivering WOW experiences to both our customers and our valued employees.

We are proud to be Great Place to Work® certified, a testament to our dedication to fostering a culture of support, growth and development, as well as promoting well-being, and winning together. With our core company values—passion, thoughtfulness, responsiveness, innovation, and smart working—at the very heart of our business, we are committed to cultivating an environment that inspires excellence.

As Technical Service Support, you will play a key part in delivering outstanding technical advice via telephone, video call and emails to our customer base on a wide variety of our equipment. The Technical Support team ensure that customers queries are answered and resolved in an efficient manner and are in line with company SLA’s. In order to succeed in this role, you will need to have a high degree of both written and verbal communication skills and a desire to deliver exceptional customer service.

The Role – Technical Service Support

• Support customers via phone, virtual calls & videos, and email requiring technical assistance on a variety of Liquidline machines and equipment
• Help with diagnosing, troubleshooting and problem-solving customer queries.
• Collaborate with Operations team to continuously improve support guidance videos and self-help solutions based on experience with incoming customer questions and issues
• Provide feedback to Sales and Engineering teams to reduce number of issues/enquiries raised by customers and/or improve efficiency
• Communicate clear & concise answers to complex technical questions to decrease the level of basic escalations from frontline teams
• Solution finding and co-ordination in response to customer technical issues
• Maintaining Eagle records efficiently and to a high standard of accuracy.
• Taking ownership and responsibility of any issues from the start through to a successful resolution or escalation to another support team

What You Will Need In The Role Of Technical Service Support

• You will have a minimum of two years’ experience in technical customer support (2nd line support)
• Ability to diagnose and troubleshoot technical issues
• Excellent communication skills, both written and verbal
• Proven ability to manage a heavy workload, plans, prioritises and organises own work in support of achieving individual and team objective.
• Service driven and competent in handling dissatisfied customers
• Establishes effective relationships with clients to understand and exceed their needs
• Tenacious to gets things done and responsive to get things done to deadline
• IT proficient, with a good understanding of Microsoft Office, Excel and bespoke CRM system
• High level of accuracy and attention to detail
• Desire to Work in a fast-paced environment with the motivation to exceed Service Level Agreements (SLAs)
• Takes proactive ownership and accountability; fully trusted and honest, with a strong work ethic and reliability, in terms of attendance, timekeeping and responsibility.
• Responsive, with a service-driven approach to deliver the ‘wow’ factor.

What You Will Learn & What Liquidline Can Offer You

Being a part of Liquidline is more than just a job – it’s a chance to grow, develop and thrive! We are deeply invested in the success of our team and our comprehensive benefits package is designed to support, and reward our employees. The package includes, but is not limited too:

• 25 Days Annual Leave + Bank Holidays: Extra time off to rest and recharge.
• Long Service Annual Leave Entitlement & Buy/Sell Scheme: More flexibility for your time off needs.
• Candidate Referral Program: Help grow our team and earn rewards
• Company Bonus Scheme: Celebrate success with us.
• Enhanced Sick Pay: Supporting you when you need it most
• Enhanced Parental Leave: Comprehensive support for your family journey
• Salary Sacrifice Pension Scheme: Save for your future with ease.
• Life Assurance & Income Protection (UK Only): Peace of mind for you.
• HSF Health Plan: Access affordable healthcare.
• YuLife Wellbeing Platform: One stop shop for wellbeing, rewards and support.
• Employee Assistance Programme: Mental health support, virtual GP services and more.
• Menopause Support via Stella App: Tailored support for this stage of life.
• Lunch on Liquidline & Bi-Annual Conferences: Enjoy lunch on Liquidline, and Bi Annual company conferences.

Liquidline is a fast-growing, family owned business that has expanded from 92 to over 300 employees since 2020. With ambitious plans for the next five years, there’s never been a better time to join us! Our dynamic and innovative environment offers endless opportunities for personal and professional growth.
We are proud to be an Equal Opportunities Employer, treating everyone with fairness, respect and appreciation. At Liquidline, we embrace diversity and value the unique experiences and perspectives of every individual. Together, we are always Winning Together!