Job description
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.
Key Responsibilities
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
What we offer
- £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.
How to apply
Please apply via Indeed with an up-to-date CV. We'll be reviewing applications from 22nd June 2026, with first-stage Teams interviews taking place that week and the following week. Successful candidates will then be invited to a face-to-face interview at our Ipswich office.
Applicants must have the right to work in the UK to apply.
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
Benefits:
- Company pension
- Cycle to work scheme
- Life insurance
Work Location: In person
