Technical Support Specialist providing technical relationship management and support for US clients in a leading marketing platform. Collaborating with Customer Success Managers to ensure partner satisfaction.
About the role
- Technical Support Advisor providing technical assistance for HAV, noise, dust, and cloud-based monitoring solutions. Collaborating with users to ensure maximum value from technology.
Responsibilities
- Acting as the primary customer contact and managing support requests through triage, prioritisation, and timely resolution.
- Providing technical guidance across Ideagen Reactec and third‑party monitoring solutions.
- Offering customer training and support through phone, email, and video channels.
- Diagnosing and repairing HAVwear and R-Link devices.
- Escalating complex or high-impact technical issues and assisting with continuous improvement initiatives.
- Maintaining accurate records within the support ticketing system.
Requirements
- Strong technical troubleshooting skills with experience supporting both hardware and software systems
- Clear and confident communication skills with a focus on delivering a positive customer experience
- Comfortable engaging with a wide range of users, including frontline workers and senior management
- Able to manage competing priorities and maintain productivity in a fast‑paced support environment
- Familiarity with CRM and ticketing tools (Salesforce/Service Cloud experience is beneficial)
Benefits
- Hybrid working pattern (three days per week in office)
- Motivated and customer-focused environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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