Technical Support Coordinator Permanent - Gateshead

Job Advert: Technical Support Coordinator - Gateshead

Office Angels are proud to support a fantastic company in their search for a Technical Support Coordinator to join their friendly and professional team based in Gateshead. This is a rewarding role within a company known for its outstanding culture, offering a permanent contract to join their expanding team.

As a Technical Support Coordinator, you will play a critical role in resolving customer technical queries across a diverse product range. This involves managing cases end-to-end through email and CRM, working closely with R&D and quality teams to investigate and resolve issues.

You'll be part of a collaborative and supportive team, thriving in a fast-paced environment while maintaining exceptional organisational and communication standards.

• Salary: Circa £24K - £26K, negotiable depending on experience
• Location: Team Valley, Gateshead (driver preferable due to two office locations in Gateshead)
• Contract: ASAP start subject to notice, permanent contract
• Work Arrangement: Fully office-based
• Working Hours:
  • 36 hours per week
  • Monday to Thursday: 8:20 AM - 4:30 PM
  • Friday: 8:10 AM - Early finish at 1:30 PM
  • Flexible start and finish times as agree with manager

As a direct employee, you'll enjoy:

• Employee Assistance Programme, 24/7 GP Helpline, prescriptions, and referrals
• Health Cash Plan (up to £625 per year for prescriptions, dental, and therapies)
• 25 days annual leave + 8 public holidays (option to buy additional leave)
• Up to 3 additional days for long service milestones
• Profit Share Bonus based on performance
• Incentive Plan (free shares held in trust for 3 years)
• Life Assurance: 3x annual salary
• Cycle to Work Scheme
• Pension Scheme (employer contributions starting at 6%)
• Smarter Spending App with discounts
• Occupational Sick Pay and paid time off for medical appointments

• Field and resolve customer technical queries using internal resources, liaising with customers where necessary.
• Collaborate with the R&D team to address and resolve escalated customer concerns, gaining insights from laboratory investigations and relaying that back to the customer in a user-friendly way.
• Manage a case-based system via email and CRM, ensuring issues are resolved efficiently and effectively.
• Support the global sales team with technical inquiries.
• Develop and deliver training for internal and external stakeholders.
• Collaborate with marketing communications to address FAQs and identify areas where additional support is required.
• Balance responsibilities across technical support, servicing, and order management.
• Ensure consistent focus on performance metrics, including NPS and order shipment targets.

• Background in a relevant scientific field (electronics, chemistry, or manufacturing) is preferred. Product training will be provided.
• Strong organisational skills and ability to juggle multiple tasks in a dynamic environment.
• Excellent written and verbal communication skills, with a personable demeanour.
• Good computer literacy, including Office 365 and CRM systems (Power BI desirable).
• Technical aptitude to understand the product range and its applications (training provided).

Attributes:

• Self-motivated and ambitious, with a desire to drive improvements.
• Positive outlook with a can-do attitude, eager to tackle new challenges.
• Thick-skinned and professional in customer-facing roles.
• Ability to work collaboratively with internal and external stakeholders.

If you're a problem solver with a passion for delivering exceptional technical support, apply today to join this fantastic team!

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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