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.