Customer Support Technician

Customer Service & Technical Support Advisor Location: Woodbridge Location Hours: Full-time - Office Based 

About the Role

This is a customer-facing technical support role where your calm troubleshooting, clear communication, and ownership of outcomes will make a real difference. You’ll be the trusted first contact for customers, helping to keep operations running smoothly, supporting field engineers, and modelling a culture of responsibility, quality, and kindness.

Key Responsibilities

• Be the first point of contact for phone, email, and helpdesk enquiries.
• Triage, log, and prioritise tickets; set clear expectations and follow through.
• Diagnose issues remotely and guide customers on use and maintenance.
• Coordinate with field service engineers to arrange efficient site visits.
• Create simple, customer-friendly training guides and short videos.
• Write and maintain knowledgebase articles that reduce repeat faults.
• Keep accurate records and use data to suggest product and process improvements.
• Contribute to a positive, supportive team environment and celebrate wins together.

What We’re Looking For

• Honesty: You give straight, respectful updates — especially when things are hard.
• Responsibility & Quality: You own tickets end-to-end and do things right, even when unseen.
• Hard Work: You bring energy and bias-to-action, focusing effort where it moves the needle.
• Clear Communication: You listen first, write crisply, and explain tech plainly.
• Kindness & Team Spirit: You’re fair, respectful, and collaborative with customers and colleagues.
• Balance & Fun: You manage workload smartly, help teammates, and bring positive energy.
• Commitment & Success: You follow through on promises and focus on solutions that make customers successful.

About You

• Experience in customer service or technical support (machinery/engineering/manufacturing ideal).
• Strong troubleshooting skills with a structured, analytical approach.
• Excellent written and verbal communication; confident explaining technical concepts simply.
• Organised, calm under pressure, and comfortable juggling priorities.
• Proficient with helpdesk/ticketing systems and documenting fixes.
• Naturally helpful — you enjoy sharing knowledge and improving processes.
• A values match with our Points of Culture — show us how you’ve lived them.

What We Offer

• Competitive salary and benefits package.
• Full training on products, systems, and service standards.
• A supportive team that values honesty, quality, and clear communication.
• Career development in a growing, innovation-led business.
• A healthy work/life balance and a team that knows how to enjoy the journey.

How to Apply

Send your CV and a short cover letter to  Bonus prompt (optional but encouraged): In ~200 words, tell us about a time you demonstrated one of our Points of Culture and the impact it had.