Technical Support Specialist: Troubleshooting & Service

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

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.