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:
1. Experience in a SaaS or software support enviro...