Technical Support Coordinator

We’re hiring a Technical Support Coordinator to join our Technical Support Team. It’s a varied, customer-facing role, and we’re looking for someone who takes ownership, stays on top of the detail, and makes sure nothing gets left without a next step.

You’ll be the first point of contact for technical queries across our renewable energy product range - solar PV, battery storage, heat pumps and air conditioning. One minute you’re handling an inbound call from a customer, the next you’re chasing a manufacturer for an outstanding response, the next you’re updating a ticket and keeping an installer in the loop. Things move quickly, and we need someone who moves with them.

This role would suit someone who is naturally organised, a clear communicator, and genuinely curious about how technology works. You don’t need to arrive with all the answers - but you do need to be the kind of person who finds them., Call Handling and Ticket Management

• Answer inbound technical support calls from customers, installers and internal teams in a professional and helpful manner
• Open, log and manage support tickets accurately, ensuring all relevant information is captured at first contact
• Track open tickets through to resolution, keeping customers and internal teams informed of progress and expected timescales
• Escalate tickets to the Technical Support Specialist or Technical Manager where issues require deeper investigation or are outside the scope of the role
• Maintain clear and up-to-date ticket records so that the Technical Support Team has full visibility of all open queries.

Manufacturer and Supplier Liaison

• Contact manufacturers and suppliers by email to raise technical queries, request product guidance and chase outstanding responses on behalf of the Technical Support Team
• Log and track all manufacturer correspondence accurately, ensuring responses are shared with the relevant team members and linked to the correct support tickets
• Build familiarity with manufacturer technical portals, warranty processes and product documentation to support efficient query resolution
• Flag unresolved or urgent manufacturer queries to the Technical Support Specialist for further action where necessary

Customer Issue Resolution and Experience

• Support the Business Support Team in resolving customer issues relating to system performance, operation or faults.
• Provide clear technical explanations that can be communicated to customers.
• Assist in diagnosing customer-reported issues using monitoring systems and installation records.
• Where appropriate, communicate directly with customers to explain technical findings or proposed solutions.

In carrying out the role, the Technical Support Coordinator must ensure that all queries are handled in a way that:

• Supports prompt and effective resolution of customer problems
• Provides clear and understandable technical explanations
• Demonstrates professionalism and technical competence
• Minimises disruption or inconvenience to customers
• Maintains customer confidence in the company’s services.

Learning and Development

• Actively develop product and systems knowledge across the company’s renewable energy and HVAC range, supported by structured training and mentoring from the Technical Support Team

Do you have experience in Microsoft Word?

Pulled from the full job description

• Annual leave
• Life insurance
• Company pension
• Cycle to work scheme, * £28,500 basic salary
• Opportunities for progression for the right candidate
• Enhanced annual leave: 25 days, plus an additional day per year after two years’ service (up to a maximum of 35 days)
• Pension Scheme
• Medicash Health Plan (cashback on everyday healthcare costs)
• Life assurance at 4x salary
• Cycle to work scheme
• Friendly, supportive, and collaborative team environment
• You’ll receive ongoing coaching and support, with KPIs around productivity and customer satisfaction reviewed with you regularly once you’re settled in.

Hours and location

• 37.5 hours per week. 8.00am-4.30pm, Monday to Friday
• Office-based at Woodbridge Road, Ipswich.

• We’re happy to discuss reasonable adjustments at any stage of the process or in the role itself., If you’re a natural organiser who enjoys variety, takes ownership of every query, and wants to build a career in renewables, we’d love to hear from you.

• Please note: we are recruiting directly and are not seeking support from recruitment agencies at this time. Thank you for your understanding.

Job Types: Full-time, Permanent

Pay: £28,500.00 per year