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Customer Technical Support Specialist

brookstreet.co.uk Logo

Brook-St Hiredonline

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Location:
United Kingdom , Cardiff

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

32000.00 - 45000.00 GBP / Year
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Job Description:

An exciting permanent opportunity has arisen for a Customer Technical Support Specialist to join a dynamic and fast-growing technology team based in Cardiff. You'll be responsible for delivering first- and second-line technical support to customers across the UK, helping users make the most of an innovative software platform. This is a hands-on, varied position where every day is different. You'll troubleshoot issues, guide customers through features, and play a key part in shaping how AI-assisted tools enhance the overall support experience within a modern SaaS environment.

Job Responsibility:

  • Provide first- and second-line technical support via web chat, email, and phone
  • Diagnose and troubleshoot software issues, escalating with clear and detailed reports when required
  • Assist customers with onboarding, feature use, and best-practice advice to maximise value from the platform
  • Use remote desktop tools (DWAgent) to investigate and resolve issues directly on customer machines when needed
  • Support the rollout and use of AI-assisted service desk tooling, including training and continuous improvement of automated responses
  • Maintain and update internal and external knowledge base content to ensure accuracy and clarity
  • Identify recurring issues and share insights with product and engineering teams to drive ongoing improvement
  • Assist with hardware-related queries, including printer setup (HP LaserJet, Zebra label printers) and peripheral configuration
  • Collaborate closely with onboarding and training teams to ensure a seamless customer experience from initial setup through to go-live

Requirements:

  • Proven experience in a customer support or service desk role within a software or SaaS environment
  • Strong technical aptitude and ability to explain complex concepts clearly to non-technical users
  • Comfortable working with and helping develop AI-powered support tools
  • Excellent written and verbal communication skills with a friendly, patient, and professional manner
  • Experience using support platforms such as Intercom, Zendesk, Freshdesk, or similar ticketing systems
  • A methodical, detail-oriented approach to troubleshooting and issue documentation
  • Ability to work on-site at the Cardiff office as part of a collaborative, supportive team

Nice to have:

  • Experience supporting customers in healthcare, pharmacy, or NHS-related environments
  • Familiarity with remote desktop tools (e.g. DWAgent, TeamViewer, AnyDesk)
  • Understanding of cloud-based software, web applications, and IT infrastructure (networking, printers, peripherals)
  • Experience with AI and automation tools (e.g. chatbots, auto-triage, suggested replies)
  • Awareness of data protection requirements and handling of sensitive information
What we offer:
  • onsite parking
  • comprehensive benefits package

Additional Information:

Job Posted:
April 01, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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