What Jobs are available for Technical Support Roles in Crawley?

Are you a customer services professional who is dedicated to delivering incredible customer experiences? Looking to take on a fresh, new challenge with a forward-thinking business? If, so, we would love to hear from you.

Overline is a telecommunications business offering a range of communications products designed to meet the needs of organisations requiring voice, Data, and other communication capabilities.

The Role

This role is a full-time, office-based position. It’s a great opportunity to work in a fast-paced environment and develop a rewarding career with a company that supports its people.

As a Customer Support Consultant, you will provide an efficient and effective service to customers focusing on first time resolutions, supporting internal and external customers.
Responsibilities

• Deal courteously, respectfully, and effectively with enquiries or requests from customers and clients.
• Trouble shooting and escalating customer queries (if required) to the correct departments or senior member of staff.
• Keeping customers informed of new products and services that could be beneficial to them.
• Processing customer/client information in accordance with processes and procedures
• Ensuring all calls, emails, tickets, chats & tasks are completed within the specified SLA’s.
• Proactively establishing and maintaining a strong professional working team relationship

Key Skills and Experience

• Contact centre/Customer Service experience.
• Experience within Telecoms industry (is desirable but not essential)
• An excellent, clear, and professional telephone manner
• Good verbal communication skills
• Great problem solving and organisational skills.
• Good working knowledge of Microsoft Packages (Outlook, Word, and Excel)
• The ability to work well in a fast-paced environment.

What we offer

We are a growing technology company, and we deliver on what we say we do. We believe in developing and rewarding people who work hard, and we will work with to carve out your success plan and make a real difference.

We offer:

• 33 days holiday (inclusive of public holidays).
• Pension and life assurance
• A Competitive Salary
• A comfortable and supportive working environment that brings out the best in you.
• Investment in your development and full supportive learning program providing you with everything you need to know.
• A constant supply of free tea and coffee to keep you hydrated.
• Great incentives, competitions and prizes for you and the team.

Customer Support Executive

As a Customer Support Executive, you will act as a key point of contact between customers and internal teams, ensuring a smooth and positive customer experience. You will oversee the end-to-end order process and provide timely, accurate responses to customer enquiries. This role requires excellent communication skills, strong attention to detail, and a collaborative approach to support internal departments and maintain high standards of service.

Customer Support Executive Key Responsibilities

• Coordinate with international customer service teams across different time zones (e.g. US, UK, Germany) to deliver seamless support and consistent communication for global customers.
• Accurately process and enter customer orders into the ERP system, ensuring correct pricing, lead times, and terms.
• Issue order acknowledgements within agreed service levels and proactively update customers on order status, maintain accurate and up-to-date customer information within the ERP system (Business Central preferred) and record and track customer interactions, open issues, and follow-ups within the CRM system to support sales and service strategies.
• Provide professional and prompt support via email, telephone, and online chat, from quotation through to post-shipment assistance.
• Prepare spare parts quotations and conduct timely follow-ups to secure sales opportunities.
• Work closely with Regional Sales Managers to share updates, escalate issues, and align on customer needs.
• Collaborate with Application Engineers to verify technical specifications and finalise order documentation.
• Coordinate with Operations (Planning, Production, and Logistics teams) to monitor stock levels, manage lead times, and ensure on-time delivery.
• Liaise with the Engineering team to ensure new items are correctly set up and orders are technically accurate for release.
• Generate internal status reports and contribute to continuous improvement of customer service processes.
• Log customer claims in line with the established claims process, ensuring accurate documentation and timely resolution.
• Undertake additional responsibilities and provide cross-functional support as required.

Customer Support Executive Preferred Qualifications & Requirements

• Bachelor’s degree or equivalent work experience preferred.
• Minimum of 2 years’ experience in a customer service or sales support role, ideally within a technical or manufacturing environment.
• Proficiency with MS Office Suite; ERP system experience essential, with CRM knowledge (Business Central / Dynamics 365 preferred).
• Excellent telephone and email etiquette.
• Strong verbal and written communication skills with a customer-first approach.
• Detail-oriented with the ability to manage multiple priorities under tight deadlines.
• Team-focused, proactive, and able to work independently.
• Strong problem-solving ability and adaptability in a fast-paced environment.

Customer Support Executive  Benefits & Hours of Work

• Salary: up to £30k - £35k (DOE), Hours of work: Mon to Fri 830AM to 430PM, Free onsite parking, Life Assurance & Employee engagement events, Health Cash Plan, Salary sacrifice and Pension - employer contribution 4%

PLEASE NOTE THIS IS NOT A SPONSORED JOB, CANDIDATES REQUIRING SPONSORSHIP OR ON A PSW VISA WILL NOT BE CONSIDERED

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing clear and concise solutions.
• Educate customers on product features, functionalities, and best practices.
• Escalate complex issues to appropriate departments and follow up to ensure resolution.
• Maintain accurate records of customer interactions and support activities in the CRM system.
• Identify recurring customer issues and provide feedback to the product and development teams for improvement.
• Contribute to the development and maintenance of customer support knowledge base articles.
• Process customer requests, such as order modifications, cancellations, or returns.
• Proactively engage with customers to ensure their needs are met and satisfaction is high.
• Adhere to company policies and procedures, and uphold service level agreements (SLAs).

• Proven experience in a customer service or helpdesk role.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a patient, customer-centric approach.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a passion for helping customers.
• Familiarity with (mention a relevant product/service industry, e.g., software applications, e-commerce platforms, telecommunications) is a plus.
• Good keyboard skills and attention to detail.
• Ability to work collaboratively within a team.
• Willingness to learn and adapt to new products and processes.

• Proven experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and empathy when dealing with customer inquiries.
• Proficiency in using customer service software and standard office applications.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A genuine passion for delivering excellent customer experiences.
• High school diploma or equivalent; further education or certifications are a plus.

• Respond to customer inquiries via phone, email, and chat, providing clear and concise technical assistance.
• Troubleshoot and diagnose software-related issues, identifying root causes and implementing effective solutions.
• Guide customers through product features, functionalities, and troubleshooting steps.
• Escalate complex or unresolved issues to senior support staff or relevant technical teams.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify recurring customer issues and provide feedback to the product development team for potential improvements.
• Ensure a high level of customer satisfaction through proactive and empathetic support.
• Maintain up-to-date knowledge of the company's products and services.
• Adhere to support service level agreements (SLAs) and performance metrics.
• Collaborate with internal teams to ensure a seamless customer experience.

• Proven experience in a customer support or technical support role, preferably within the SaaS industry.
• Strong understanding of common software applications and troubleshooting techniques.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong analytical and problem-solving skills.
• A customer-centric mindset with a passion for helping others.
• Experience working remotely and effectively managing time and tasks independently.
• Familiarity with ITIL best practices is a plus.
• A degree or certification in a relevant technical field is advantageous.

Technical Customer Support Coordinator

Location: Forest Row, East Sussex
Salary: Competitive + Benefits
Job Type: Permanent, Full Time

VRS are partnering with a leading developer of innovative scientific instrumentation, whose cutting-edge analytical technologies are used worldwide across the pharmaceutical and biopharmaceutical sectors. Our client is recognised for their technical expertise, high-quality products, and strong focus on customer success.

We are seeking a Customer Support Coordinator to join their team and provide high-quality technical and customer support to both external customers and internal teams. This is a varied and rewarding role offering a blend of troubleshooting and process coordination, while acting as first-line support for all products across the business.

Key Responsibilities:

• Provide first-line remote/virtual technical support and troubleshooting for all company instrumentation, accessories, and associated software.
• Act as the central point of contact for post-sales support activities – creating and managing support cases, work orders, service and parts quotes, and CRM documentation.
• Maintain and improve Standard Operating Procedures (SOPs), ensuring documentation is accurate, effective, and up to date.
• Develop and deliver training materials for field service staff, both virtually and in person.
• Coordinate spare parts logistics to support efficient field service operations.
• Liaise with R&D and Quality teams to report, document, and follow up on quality or product performance issues.

Candidate Profile:

• At least 12 months experience in technical support within a scientific or engineering setting, or hands-on analytical chemistry/engineering experience in industry.
• BSc/MSc in Chemistry or closely related scientific subject.
• Strong customer service mindset with excellent communication and organisational skills.
• Calm, proactive, and adaptable in a fast-paced technical environment.

Please note this role is 100% site-based in Forest Row, East Sussex, and you must hold a valid driver’s licence, passport and must be able to lift up to 25kg when handling equipment.

In return you’ll join a friendly, collaborative team passionate about supporting global customers and driving operational excellence.

Apply to VRS today to be considered!

Keywords: customer support, troubleshooting, laboratory, chemistry, engineering, field service, coordinator, technical support, pharmaceutical, pharma, in vitro, in vivo, drug development, drug discovery, pharmacology, pharmacologist, ABPI, ADME, DMPK, East Grinstead, Crawley, Crowborough, Haywards Heath, Forest Row, Tonbridge, East Sussex, Sussex, VRS9182AW

Please note that by submitting your application to VRS Ltd your details will be registered with us so that we can contact you about suitable job opportunities now and in future. You may unsubscribe at any time by emailing us directly via our website.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve complex technical issues, guiding customers through step-by-step solutions.
• Provide comprehensive product information and support to customers, ensuring they have a positive experience.
• Escalate unresolved issues to appropriate departments or senior management when necessary.
• Document all customer interactions, resolutions, and feedback accurately in the CRM system.
• Develop and maintain a deep understanding of our products and services to provide expert advice.
• Assist in training and mentoring new and junior customer support team members.
• Identify trends in customer inquiries and provide feedback to product and development teams for service improvements.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Proactively identify opportunities to improve the customer support process and customer satisfaction.
• Handle customer complaints and work towards satisfactory resolutions.

• Previous experience in a customer service or support role, with at least 2 years in a senior or lead capacity.
• Excellent verbal and written communication skills, with a clear and concise tone.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to remain calm and patient under pressure, especially when dealing with challenging customer situations.
• A genuine passion for helping customers and delivering outstanding service.
• Experience in troubleshooting technical products or software is a significant advantage.
• Ability to work effectively both independently and as part of a team.
• Familiarity with hybrid work environments and ability to adapt to changing schedules.

• Handle inbound customer inquiries via email, chat, and phone with professionalism and efficiency.
• Diagnose and resolve technical issues related to software functionality, connectivity, and user accounts.
• Escalate complex or unresolved issues to appropriate internal teams, ensuring clear and concise communication.
• Develop and maintain comprehensive knowledge base articles, FAQs, and user guides.
• Provide proactive support and guidance to customers to enhance their experience and adoption of our products.
• Identify trends in customer issues and provide feedback to the product development team for potential improvements.
• Train and mentor junior support staff, fostering a collaborative and knowledgeable team environment.
• Participate in regular team meetings and contribute to the strategic development of customer support initiatives.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Uphold the company's commitment to outstanding customer service in all interactions.

• Proven experience in a customer support or technical helpdesk role, with at least 2 years in a senior or lead capacity.
• Strong understanding of software troubleshooting methodologies and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Exceptional problem-solving and analytical skills.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with CRM software is highly desirable.
• A proactive and customer-centric approach to support.
• Must be eligible to work in the UK and comfortable working within a remote-first culture based in Brighton, East Sussex, UK .