An exciting permanent opportunity has arisen for a Customer Technical Support Specialist to join a dynamic and fast-growing technology team based in Cardiff. Youll 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. Youll 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.
Whats 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.
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