Customer Technical Support Specialist

Customer Support Specialist Cardiff (On-site) | Full-time, Permanent £35,000 - £45,000 (DOE) Join a fast-growing business with a rapidly expanding customer base and modern, cloud-based technology, this is an opportunity to be part of a company delivering real impact on frontline services. THE ROLE You'll provide first and second line support to customers, helping them get the most from a specialist software platform. Working in a fast-paced environment, you'll troubleshoot issues, guide users, and contribute to continuous product and service improvements. You'll also play a key role in shaping the use of AI-driven support tools. KEY RESPONSIBILITIES Deliver support via chat, email, and phone Troubleshoot software issues and escalate where needed Support onboarding, training, and best-practice usage Use remote tools to resolve customer issues Contribute to AI-assisted support tooling and automation Maintain knowledge base content and support documentation Identify trends and feedback insights to product teams Assist with basic hardware and peripheral queries Collaborate with internal teams to enhance customer experience ABOUT YOU Essential: Experience in a SaaS or software support environment Strong technical aptitude with clear communication skills Experience using ticketing/support platforms (e.g. Zendesk, Intercom) Methodical problem-solving and troubleshooting approach Comfortable working with AI-powered tools Able to work on-site daily in Cardiff Desirable: Experience in healthcare or regulated environments Familiarity with remote desktop tools Understanding of cloud systems and basic IT infrastructure Exposure to AI/automation in support environments Awareness of data protection principles WHAT'S ON OFFER Opportunity to join a high-growth tech business Exposure to cutting-edge AI support tools Supportive, collaborative team environment Clear progression opportunities Competitive salary and benefits Please Apply ASAP Brook Street NMR is acting as an Employment Agency in relation to this vacancy.