Customer Technical Support Specialist

Customer Support Specialist

Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.
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:
Experience in a SaaS or software support environment

Strong technical aptitude with clear communication skills

Experience using ticketing/support platforms (e.g. Zendesk, Intercom)

Methodical problem-solving and troubleshooting approach

Comfortable working with AI-powered tools

Able to work on-site daily in Cardiff

Desirable:
Experience in healthcare or regulated environments

Familiarity xwzovoh with remote desktop tools

Understanding of cloud systems and basic IT infrastructure

Exposure to AI/automation in support environments

Awareness of data protection principles

What's on Offer

Opportunity to join a high-growth tech business

Exposure to cutting-edge AI support tools

Supportive, collaborative team environment

Clear progression opportunities

Competitive salary and benefits

Please Apply ASAP
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.