Technical Support Coordinator

About Us

Sonitus Systems, A Cognesense brand, is a specialist environmental technology company that designs, manufactures, sells, rents, and calibrates environmental sensors. As part of Cognesense, we are entering an exciting new phase of growth, investment and scaling.

Cognesense is building a global platform of companies focused on technologies that measure, monitor, and protect the environment and critical industrial infrastructure.

Our technologies help customers better understand and manage the environments in which they operate, improving safety, regulatory compliance, operational performance, and environmental protection.

About The Role

The Technical Support Coordinator plays a critical role in ensuring customers receive outstanding service and support at every stage of their journey. The primary focus of this role is to understand customer needs, respond quickly and effectively to enquiries, and ensure customers receive the assistance, information, and solutions they require.

Acting as a key point of contact for customers, the successful candidate will provide first-line technical support, coordinate service activities, and manage customer-related operational processes. Working closely with the Operations Manager and internal teams, they will take ownership of customer issues and requirements, ensuring a seamless experience from order placement through product support, repairs, and ongoing account management.

This is not a traditional helpdesk position. While technical troubleshooting is an important aspect of the role, the successful candidate will also be responsible for coordinating operational activities that directly impact customer satisfaction, including order processing, repairs management, inventory transactions, warehouse logistics, and ERP administration.

The ideal candidate is someone who is genuinely customer-focused, enjoys solving problems, communicates effectively, and is willing to go the extra mile to ensure customers receive exceptional service. They will be highly organised, technically capable, and proactive in identifying and resolving issues that could impact the customer experience.

Responsibilities

Customer Support & Customer Experience

• Serve as a primary point of contact for customers, ensuring all enquiries are handled professionally, promptly, and effectively.
• Deliver exceptional customer service and build positive, long-term customer relationships.
• Provide first-line technical support via phone, email, and ticketing systems.
• Conduct remote troubleshooting sessions to diagnose and resolve customer issues.
• Take ownership of customer issues and coordinate their resolution, escalating where necessary.
• Manage and respond to support tickets within agreed service levels.
• Proactively follow up with customers regarding enquiries, support requests, orders, repairs, and outstanding actions.
• Ensure customers are kept informed throughout the resolution process and receive clear, timely communication.
• Identify opportunities to improve the customer experience and recommend service enhancements.

Customer Operations & Administration

• Support customer account administration and maintain accurate customer records.
• Process customer orders efficiently and accurately within the ERP system.
• Coordinate repair and return activities, ensuring customers receive timely updates and support throughout the process.
• Maintain accurate service records and customer communications.
• Work collaboratively with internal departments to ensure customer requirements are understood and fulfilled.
• Act as an advocate for customers within the business, ensuring customer needs remain a priority.

Operational Support

• Manage the movement of goods into and out of the warehouse, ensuring accuracy and traceability.
• Receive, inspect, and process incoming goods and inventory.
• Prepare and coordinate customer shipments, repair returns, and associated documentation.
• Maintain accurate inventory, customer, and operational records within the ERP system.
• Support the efficient operation of warehouse, logistics, and inventory processes.
• Contribute to continuous improvement initiatives that enhance both customer service and operational efficiency.

The duties and responsibilities of this role may be revised from time to time as business requirements evolve.

Skills and Experience

Essential

• Demonstrated commitment to delivering outstanding customer service.
• Strong communication and interpersonal skills, with the ability to build trust and confidence with customers.
• Excellent organisational skills and attention to detail.
• Ability to manage multiple priorities while maintaining a high level of customer responsiveness.
• Strong problem-solving and troubleshooting skills.
• Experience using business systems, databases, or ERP systems.
• Proficiency with Microsoft Office and general business applications.
• Ability to work collaboratively across teams to achieve positive customer outcomes.
• A proactive, customer-first mindset and a willingness to take ownership of customer issues through to resolution.

Desirable

• Experience supporting Linux-based operating systems and conducting remote troubleshooting sessions.
• Experience using ticketing and customer support systems.
• Experience with inventory management, warehouse operations, or logistics processes.
• Experience coordinating repairs, returns, or service activities.
• Technical aptitude with electronic, software, or network-connected products.
• Experience working in a technical support, customer operations, customer success, or service coordination environment.