Menu

Customer Technical Support Specialist

Job details
Posting date: 25 March 2026
Salary: £32,000.00 to £45,000.00 per year
Additional salary information: onsite parking
Hours: Full time
Closing date: 24 April 2026
Location: Cardiff, Cardiff, CF14 5GN
Remote working: On-site only
Company: Brook Street
Job type: Permanent
Job reference: BBBH435736_1774453469

Apply for this job

Summary

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

What's 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.

Apply for this job