Technical Support Specialist - 2nd Line

Liquidline; Ipswich; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 Days Annual Leave + Bank Holidays

Company Bonus Scheme

Life Assurance & Income Protection

HSF Health Plan

YuLife Wellbeing Platform

Employee Assistance Programme

Job summary

Liquidline is seeking a Technical Service Support professional in the UK to provide technical assistance via phone, video calls, and email. The role emphasizes troubleshooting skills, excellent communication, and the ability to handle a high workload while contributing to customer satisfaction.

With a focus on rapid resolution and collaboration with Sales, Engineering and Operations, you will help maintain high service standards and SLA compliance within a fast-growing team.

Qualifications

• Minimum of two years' experience in technical customer support (2nd line support).
• Ability to diagnose and troubleshoot technical issues.
• Excellent written and verbal communication skills.
• Proven ability to manage a heavy workload, plan, prioritise and organise own work in support of team objectives.
• IT proficient, with a good understanding of Microsoft Office, Excel and bespoke CRM system.

Responsibilities

• 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 to improve support guidance videos and self-help solutions.
• Provide feedback to Sales and Engineering to reduce issues and improve efficiency.
• Communicate clear, concise answers to complex technical questions to reduce escalations.
• Take ownership of issues from start to resolution or escalation to another team.

Skills

Technical support

Diagnostics

Communication skills

CRM system

MS Office

Time management

Tools

CRM software

Excel

Job description

Liquidline is seeking a Technical Service Support professional in the UK to provide technical assistance via phone, video calls, and email. The role emphasizes troubleshooting skills, excellent communication, and the ability to handle a high workload while contributing to customer satisfaction.

With a focus on rapid resolution and collaboration with Sales, Engineering and Operations, you will help maintain high service standards and SLA compliance within a fast-growing team.