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.