Customer Support Coordinator

Location: Cambridge (CB25) Duration: Permanent Hours: 9am - 5pm typically but can be flexible/Hybrid options available (3 days in office, 2 days WFH) Salary: £30,000 - £33,000 dependent on experience Job Reference: 35968 Polytec are seeking a Customer Support Coordinator to join our Cambridge based client, a global leader in luxury audio technology. The successful candidate will deliver high-quality technical and customer support to distributors, dealers, and end users worldwide. This role combines hands-on technical troubleshooting with professional customer communication, supporting a premium brand whose products are installed in high-value residential environments globally. Responsibilities * Support, guide and train Level 1 and Level 2 Call Centre Agents * Act as the main contact for distributor and dealer enquiries via phone, email, and CRM * Coordinate between Level 1 support, Level 3 technical teams, and external partners * Diagnose and resolve hardware, software and connectivity issues in luxury audio systems * Log all customer interactions and resolutions accurately in CRM systems * Process global orders, spare parts requests, RMAs, and track shipments * Work with warehouses and logistics partners to ensure timely delivery * Maintain product documentation and online technical content * Track recurring issues, escalate to Development teams, and support product testing * Share customer feedback with Engineering, Product, and Sales teams * Adhere to company policies, warranty processes and service standards Requirements * Strong customer service experience in a technical environment * Technical knowledge of consumer electronics, home theatre, and AV systems * Experience with ERP and CRM platforms (SAP and/or Salesforce preferred) * Strong troubleshooting, analytical, and problem-solving skills * Excellent written and verbal communication skills * Ability to manage multiple priorities and handle escalations professionally * 2-3 years' experience in technical support, customer service, or consumer electronics *Industry experience within Audio / Video * Understanding of networking, signal flow, and AV protocols (HDMI, Dolby Atmos, DTS, room calibration) * High attention to detail and a strong customer-focused mindset Desirable * Experience in luxury AV installation or support * Familiarity with PLM tools (e.g. Omnify, Agile) * Experience supporting global customers or international teams Please contact us as soon as possible for more details or apply below!