Customer Technical Support Specialist

Who you are

• 1–3 years in a technical, customer-facing support role
• Strong diagnostic skills and a resourceful, proactive approach to solving problems
• Clear, confident written and verbal communication, including explaining technical issues to non-technical users
• A warm, professional manner that puts customers at ease, even when things go wrong
• Ability to get up to speed quickly and work independently in a fast-moving environment
• Experience supporting computer networking (Wi-Fi, connectivity troubleshooting)
• Familiarity with Zendesk or similar support platforms
• Familiarity with Salesforce CRM
• Experience supporting hardware in customer environments

What the job involves

• We’re hiring a Customer Technical Support Specialist on a fixed-term contract to cover a maternity leave, with the potential to extend based on business needs
• You’ll deliver exceptional support to our global customers, resolving technical and non-technical issues with speed, accuracy, and care
• Contract: Fixed-term (maternity cover), approximately 10–12 months, with potential to extend
• Hours: Monday–Friday, 9am–6pm
• Serve as a first point of contact for customers and partners, resolving technical and non-technical issues by phone, email, and occasional on-site visits
• Troubleshoot complex hardware, software, and connectivity issues by isolating the problem, researching solutions, and collaborating with the team, escalating where needed and following through to resolution
• Document issues and resolutions clearly in our ticketing system (Zendesk)
• Support partners using our hardware/software solution in line with service agreements
• Manage replacement orders, including coordinating occasional shipments from our London office to client sites
• Own our small UK inventory, keeping stock levels organised, accurate, and ready to meet customer needs
• Support QA review of new software releases, helping ensure updates work as expected before they reach customers
• Contribute to our Help Centre by writing new articles and keeping existing content up to date

The application process

• Start date: Must be available to start by mid-December

Benefits

• Flexible work environment
• Hybrid working
• 25 days paid holidays
• Volunteer time off
• Purpose-driven work
• Office perks