Customer Support Coordinator

CV-Library • Waterbeach, Cambridgeshire • 1w ago

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