Salary: £30,000 - 40,000 per year Requirements: I am seeking a driven Technical Support professional with at least four years of experience supporting users of specialist electronic devices. A deep understanding of problem and complaint management, service delivery, and in-depth technical investigations is essential. You should be technically competent and knowledgeable about the products you support, including their firmware and software applications. My ideal candidate will have expertise in troubleshooting, diagnostics, and root cause investigations. A background in the administration and documentation of a support service, along with confidence in using ticketing systems such as JIRA, is crucial. Good practical electronic and technical knowledge, the ability to multi-task, and an interest in medical product design and applications are highly desired. Strong communication skills and a solid work ethic are also important. Responsibilities: In this role, you will be responsible for triaging incoming support issues, providing technical support to customers, answering questions, and troubleshooting issues. You will assist customers in a friendly and approachable manner using various communication methods, translating technical solutions into customer-friendly language. Identifying and gathering customer feedback for continuous product improvement is a significant part of your duties. You will need to be highly organized and maintain professionalism under pressure, prioritizing customers' needs while seeking robust solutions. Collaboration is key; I expect you to inspire and develop others while adapting to dynamic environments. Additionally, you will manage incidents and problems by following resolution processes, escalating complex issues, maintaining documentation, and implementing escalation procedures. Proficiency in using various Windows Operating Systems and Microsoft Office applications, including Excel, is necessary. Technologies: Firmware Support JIRA Windows Network More: This position is an excellent opportunity for someone with proven technical customer support experience looking to undertake a new challenge and further advance their career. For the right candidate, this role could lead to promotion to Customer Support Manager. At Otodynamics, based in Hatfield, Hertfordshire, we pride ourselves on being a forward-thinking company committed to the development of our people, products, and quality system. We have been designing and manufacturing electronic medical hearing test instruments for hospitals, clinics, and national organizations for over 35 years. The job is full-time and permanent, with a salary range of £30,000.00 to £40,000.00 per year, along with benefits including company pension and private medical insurance. If you live within a one-hour commute from AL10 8BB or within 30 miles and are willing to work at our Hatfield offices, I look forward to your application. A-Level or equivalent education is preferred, with a requirement of four years of experience in Electronic Device Customer Support and a permanent right to work in the UK. Please note that this position is in-person. last updated 47 week of 2025