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- Tasks: Provide top-notch technical support to customers via phone, video calls, and emails.
- Company: Join Liquidline, the UK's fastest-growing coffee solutions provider with a supportive culture.
- Benefits: Enjoy 25 days annual leave, company bonuses, and enhanced sick pay.
- Why this job: Be part of a dynamic team that values growth, innovation, and exceptional customer service.
- Qualifications: 2+ years in technical customer support and excellent communication skills required.
- Other info: Great opportunities for personal and professional development in a fast-paced environment.
The predicted salary is between 30000 - 42000 £ per year.
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.
This is a permanent role, working Monday – Friday 07:30 – 17:00, 45 hours per week.
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 system 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!
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Technical Service Support employer: Liquidline
Contact Detail:
Liquidline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Service Support
✨Tip Number 1
Get to know Liquidline! Research their products and services so you can speak confidently about how you can contribute to their mission of delivering WOW experiences. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills! Since this role is all about providing exceptional customer service, make sure you can articulate your thoughts clearly. Try mock interviews with friends or use video calls to simulate the real deal.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you successfully diagnosed and resolved technical issues. Be ready to share these stories during your interview to demonstrate your expertise.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Liquidline team. Don’t miss out on this opportunity!
We think you need these skills to ace Technical Service Support
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about delivering exceptional customer service, make sure your written application highlights your communication skills. Use clear and concise language to demonstrate how you can explain complex technical issues simply.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Technical Service Support role. Mention your experience with troubleshooting and how it aligns with Liquidline's values.
Highlight Your Problem-Solving Abilities: In your application, share examples of how you've successfully diagnosed and resolved technical issues in the past. This will show us that you have the tenacity and skills needed to excel in this fast-paced environment.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity at Liquidline!
How to prepare for a job interview at Liquidline
✨Know Your Tech
Brush up on the technical aspects of Liquidline's equipment. Familiarise yourself with common issues and troubleshooting techniques. This will help you demonstrate your expertise and confidence during the interview.
✨Showcase Your Communication Skills
Since this role requires excellent written and verbal communication, practice explaining complex technical concepts in simple terms. You might even want to role-play with a friend to get comfortable with articulating your thoughts clearly.
✨Emphasise Customer Service Experience
Prepare examples from your past roles where you went above and beyond for customers. Highlight your ability to handle difficult situations and how you turned them into positive experiences, aligning with Liquidline's commitment to delivering 'WOW' experiences.
✨Demonstrate Team Collaboration
Liquidline values teamwork, so be ready to discuss how you've worked effectively with others in previous positions. Share specific instances where you collaborated with different teams to solve problems or improve processes.