Technical Support Coordinator

We’re looking for a Technical Support Coordinator to join our Support & Development team. This is a dual-focus role: you’ll be a key part of our QA process - testing product updates and releases on the CRM and site App before they reach customers - while also providing responsive, knowledgeable support to our existing customer base.

You’ll work closely with our development team to reproduce and document bugs, verify fixes, and help maintain product quality. A background in software QA or testing is key; if you also have experience using Business Pilot in an operations setting, even better., Technical & Customer Support

• Handle incoming support tickets, emails, and calls at 2nd/3rd line level
• Help to investigate and diagnose system queries, escalating to the development team where needed
• Keep customers informed on the progress and resolution of their support cases
• Liaise with 1st line support, trainers and developers to ensure queries are resolved efficiently

Coordination

• Log and manage support activity in the company CRM
• Produce reports on support trends to help inform product development priorities

QA & System Testing

• Test product updates, new features, and releases before they go live
• Reproduce and document customer-reported bugs to support the development team
• Build and maintain test cases and regression checklists
• Work closely with developers to verify fixes and sign off on resolved issues

Essential

• Experience in an operational role within the windows, doors, or conservatories industry
• A methodical, process-driven approach with strong attention to detail
• Comfortable investigating technical issues and communicating findings clearly
• Previous experience in a support or coordination role
• Confident with IT, Microsoft Office, and CRM systems

Nice to Have

• Experience using Business Pilot in an operations setting
• Experience in a QA, software testing, or technical support role, * using Business Pilot CRM: 1 year (preferred)
• Glazing Installer Operations: 3 years (required)
• Customer Support: 3 years (required)