Customer Technical Support Specialist
5 days ago
Cardiff
Customer Support Specialist Cardiff (On-site) | Full-time, Permanent £35,000 - £45,000 (DOE) 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. The Role 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. Key Responsibilities * Deliver support via chat, email, and phone * Troubleshoot software issues and escalate where needed * Support onboarding, training, and best-practice usage * Use remote tools to resolve customer issues * Contribute to AI-assisted support tooling and automation * Maintain knowledge base content and support documentation * Identify trends and feedback insights to product teams * Assist with basic hardware and peripheral queries * Collaborate with internal teams to enhance customer experience About You Essential: * Experience in a SaaS or software support enviro...