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Customer Technical Support Specialist

Job details
Posting date: 11 May 2026
Salary: £32,000 to £420,000 per year
Additional salary information: onsite parking
Hours: Full time
Closing date: 10 June 2026
Location: Cardiff, Cardiff, CF10 3AF
Company: Brook Street
Job type: Permanent
Job reference: BBBH438570_1778503033

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Summary

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 environment

  • Strong technical aptitude with clear communication skills

  • Experience using ticketing/support platforms (e.g. Zendesk, Intercom)

  • Methodical problem-solving and troubleshooting approach

  • Comfortable working with AI-powered tools

  • Able to work on-site daily in Cardiff

Desirable:

  • Experience in healthcare or regulated environments

  • Familiarity with remote desktop tools

  • Understanding of cloud systems and basic IT infrastructure

  • Exposure to AI/automation in support environments

  • Awareness of data protection principles

What's on Offer

  • Opportunity to join a high-growth tech business

  • Exposure to cutting-edge AI support tools

  • Supportive, collaborative team environment

  • Clear progression opportunities

  • Competitive salary and benefits

Please Apply ASAP

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.

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