Customer Technical Support Specialist

Customer Support Specialist<br><br>Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.<br>Cardiff (On-site) | Full-time, Permanent<br>£35,000 - £45,000 (DOE)<br>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.<br><br>The Role<br><br>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.<br><br>Key Responsibilities<br><br>Deliver support via chat, email, and phone<br><br>Troubleshoot software issues and escalate where needed<br><br>Support onboarding, training, and best-practice usage<br><br>Use remote tools to resolve customer issues<br><br>Contribute to AI-assisted support tooling and automation<br><br>Maintain knowledge base content and support documentation<br><br>Identify trends and feedback insights to product teams<br><br>Assist with basic hardware and peripheral queries<br><br>Collaborate with internal teams to enhance customer experience<br><br>About You<br><br>Essential:<br>Experience in a SaaS or software support environment<br><br>Strong technical aptitude with clear communication skills<br><br>Experience using ticketing/support platforms (e.g. Zendesk, Intercom)<br><br>Methodical problem-solving and troubleshooting approach<br><br>Comfortable working with AI-powered tools<br><br>Able to work on-site daily in Cardiff<br><br>Desirable:<br>Experience in healthcare or regulated environments<br><br>Familiarity xwzovoh with remote desktop tools<br><br>Understanding of cloud systems and basic IT infrastructure<br><br>Exposure to AI/automation in support environments<br><br>Awareness of data protection principles<br><br>What's on Offer<br><br>Opportunity to join a high-growth tech business<br><br>Exposure to cutting-edge AI support tools<br><br>Supportive, collaborative team environment<br><br>Clear progression opportunities<br><br>Competitive salary and benefits<br><br>Please Apply ASAP<br>Brook Street NMR is acting as an Employment Agency in relation to this vacancy.