We are seeking a tech-savvy Technical Customer Support Assistant to join our team. In this role, you will provide first-line support to customers by responding to technical enquiries, troubleshooting issues and ensuring a high level of customer satisfaction.
Key Responsibilities:
* Respond to customer queries via email, phone or chat in a timely and professional manner
* Diagnose and troubleshoot basic technical issues related to pharmacy automated machines, hardware and software.
* Thoroughly investigate the queries with COO, Engineer Manager (EM) and Field Service Engineers (FSE)
* Initiate a 'deep dive' into complicated issues via on-line systems and remote access.
* Escalate issues to FSE and EM
* Prioritise engineer movements and assign jobs accordingly with EM
* Establish and maintain customer relationships via telephone calls and emails
* Assist COO and EM in jobs required if they are in the field
* Document customer interactions in the ticketing system and closing tickets when jobs are complete
* Assist in Installation Projects, sitting in on project meetings, distributing information as requested during these meetings and update systems and spreadsheets accordingly
* Adhoc office administration
Requirements:
* Proven experience in customer service or technical support role
* Strong understanding of the troubleshooting process
* High level of English language in both written and verbal forms
* Ability to work in a fast-paced environment and manage multiple tasks simultaneously
* Familiarity with support tools and ticketing systems
* Familiarity with CRM systems and practices
Key Skills:
* Problem solving and critical thinking
* Patience and empathy when dealing with customers
* Strong attention to detail
* Organisational and time management
* Technical aptitude and willingness to learn
Benefits
* 25 days holidays plus bank holidays
* Company pension
* Casual Dress
* Hybrid Working between home and Buckhaven facility.
* On-site parking
Working Hours - 40 hours per week
Salary - £27,000 per year
Job Types: Full-time, Permanent
Pay: £27,000.00 per year
Benefits:
* Casual dress
* Company pension
* On-site parking
* Work from home
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Buckhaven
Application deadline: 11/03/2026