Customer Technical Support Specialist

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.

Key Responsibilities

• 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

Essential

• 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.

Desirable

• 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's on Offer

• A key role in a rapidly expanding technology team supporting essential UK services.

• The opportunity to work with modern, AI-assisted support tools.

• A collaborative and inclusive team culture where your ideas make a real impact.

• Clear career progression opportunities as the business continues to grow.

• Competitive salary (£32,000 - £45,000 DOE) plus a comprehensive benefits package.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.