Technical Support Specialist

About the Role

We're looking for a Technical Support Specialist who combines strong customer service with technical problem-solving and a genuine desire to help people.

You'll be a key point of contact for customers who need technical assistance, taking ownership of their journey from initial contact through troubleshooting, resolution and aftercare.

Support can take place across a range of channels, including phone, email, live chat and our support systems, so you'll need to be confident communicating clearly with different types of customers.

You'll troubleshoot hardware, software and technical issues, resolve problems where possible and make sure more complex cases reach the right person when escalation is required.

You'll also provide technical support to colleagues and partners, maintain accurate support records, contribute to our knowledge base and help us identify recurring problems and opportunities to improve our service.

This is a role for someone who enjoys solving problems, helping people and taking ownership rather than simply passing tickets on.

What You'll Be DoingCustomer Technical Support

• Respond promptly and professionally to customer technical support queries across phone, Zoho Desk, email, live chat and other approved channels.
• Troubleshoot and resolve technical problems, escalating more complex cases when specialist support is required.
• Take ownership of customer queries and help move them towards resolution.
• Provide a professional, empathetic and solutions-focused customer experience.
• Explain technical information clearly and in a way that customers can easily understand.

Internal Technical Support

• Provide 1st and 2nd-line technical support to colleagues and partners when required.
• Help diagnose and resolve hardware, software and network issues.
• Support colleagues with technical queries and escalate issues to the appropriate team member, supplier or specialist when necessary.
• Provide remote technical assistance to customers, colleagues and partners where required.

Hardware & Technical Tasks

• Assist with the inspection, maintenance and repair of hardware as required.
• Investigate technical faults and identify appropriate next steps.
• Support remote troubleshooting and technical resolution.
• Ensure technical issues and outcomes are recorded accurately.

Ticket Management & Data Accuracy

• Log, track and update support requests accurately in Zoho Desk, CRM and other assigned systems.
• Maintain clear and useful ticket notes so that anyone reviewing a case can understand its history and current status.
• Complete required fields, categories and tracking information correctly.
• Prioritise your workload effectively to help meet service-level expectations.
• Maintain consistently high standards of data accuracy and system use.

Customer Follow-Up & Ownership

Good technical support doesn't stop after the first conversation. You'll be expected to:

• Proactively follow up with customers when their query hasn't progressed.
• Review the customer's history before making contact so they don't have to unnecessarily repeat themselves.
• Keep customers appropriately informed while their issue is being resolved.
• Record interactions and outcomes accurately.
• Use approved templates and guidance while keeping communication professional and human.

Knowledge Base & Customer Education

• Create and maintain clear, accurate and easy-to-understand customer-facing support articles.
• Contribute useful information and responses to community posts and queries.
• Help turn recurring customer questions into resources that enable customers to find answers more easily.
• Keep technical guidance accurate and up to date.

Exceptions & Complaints

• Handle initial customer complaints in accordance with established SOPs.
• Recognise when an issue or exception requires escalation and ensure it reaches the appropriate person.
• Highlight situations where existing procedures or guidance may need to be reviewed.
• Use frontline experience to recommend improvements to processes, templates and customer communication.

Collaboration & Continuous Improvement

• Work closely with the Technical Support Team Lead and wider team to identify recurring technical issues.
• Share constructive feedback and ideas that could improve the customer experience.
• Participate actively in team meetings and knowledge-sharing.
• Support colleagues and other departments with technical queries where appropriate.
• Contribute to improving processes, templates and ways of working.
• Remain flexible when priorities change or urgent customer issues arise.

About YouEssential

We're looking for someone who can demonstrate:

• A strong understanding of what exceptional customer service looks like.
• Experience working in a customer-facing role.
• Strong problem-solving skills and an interest in technology.
• Excellent organisational skills and attention to detail.
• The ability to manage multiple priorities and deadlines.
• Clear, professional written and verbal communication.
• The ability to communicate technical information in an accessible way.
• The ability to work collaboratively and build strong relationships across teams.
• A proactive approach to problems and a willingness to take ownership.
• Flexibility and the ability to adapt as priorities change.

Desirable

It would be advantageous if you have:

• Previous technical support, IT support or service desk experience.
• Technical or general IT knowledge.
• Experience troubleshooting hardware and software.
• Experience using ticketing or CRM systems.
• Knowledge or experience of the Disabled Students' Allowance (DSA) sector.
• Familiarity with assistive technology or educational services.

Don't worry if you don't meet every desirable requirement. We're particularly interested in people with the right attitude, strong customer service skills and the ability and willingness to learn.

What Success Looks Like

Success in this role isn't simply about closing tickets.

It's about taking ownership of problems, communicating clearly, maintaining accurate records and making sure customers receive the support they need.

You'll know you're doing well when customers feel listened to and supported, issues are progressed efficiently, your records are accurate, and the knowledge you gain from frontline support helps the wider team improve.

Our Values

Our values aren't separate from the job — they're part of how we expect the job to be done.

How you work matters as much as what you deliver.

COURAGE — Initiative

The best decisions at Assistive Solutions come from people who act rather than wait.

Courage means taking initiative, asking questions, speaking up when something isn't right and looking for ways to make things better.

ACCOUNTABILITY — Ownership

Accountability means owning the full journey of your work — from the moment a customer or problem reaches you until it has been resolved or appropriately escalated.

Take responsibility, follow through and keep people informed.

DILIGENCE — Consistency

Diligence means maintaining high standards consistently, even when things get busy.

In Technical Support, that means troubleshooting carefully, recording information accurately, following up when required and giving every customer the same high standard of service.

COLLABORATION — Shared Ownership

Technical Support doesn't operate in isolation.

Collaboration means working with colleagues, suppliers and other teams to solve problems rather than simply passing them on. We're one organisation, and the customer's experience is a shared responsibility.

EXCELLENCE — The Standard

Excellence means continually looking for better ways to support our customers.

It's learning from recurring problems, improving our knowledge, sharing what we learn and not settling for adequate when we can provide an exceptional experience.

How to Apply

To apply for the Technical Support Specialist position, please send your CV to [email protected].

Please use “Technical Support Specialist” as the subject line of your email.

Interested in Joining Assistive Solutions?

If this particular role isn't quite the right fit, but you're interested in building your career with Assistive Solutions, we'd still like to hear from you.

Send us your CV along with a short introduction telling us about your background, your experience and where you'd like your career to take you.

We'll keep your details in mind and get back to you if a suitable opportunity becomes available that matches your skills, experience and ambitions.

Send your CV and introduction to [email protected].

Pay: From £29,000.00 per year

Benefits:

• Casual dress

Work Location: In person