Technical Support Specialist

The company are looking for a Technical Support Specialist to join their customer support team. You will be one of the first people their customers contact when they need help configuring the platform, deploying a new system or resolving a technical issue. In a typical day you might investigate an issue within their cloud portal or mobile app, help a customer configure their system, troubleshoot 4G connectivity with a connected device, guide an installation engineer through commissioning, or support a housing provider with managing residents and access credentials. You will work closely with customers, installation partners and product development team - building a detailed understanding of SaaS platforms, connected devices and IoT technology. Ultimately you will become someone our customers trust to take ownership of their issues and explain technical information clearly., * Acting as the first point of contact for customers by telephone, email and support ticket

• Diagnosing and troubleshooting issues across our cloud platform, mobile applications and connected devices
• Helping customers and installation engineers configure, commission and test systems
• Tracking issues to resolution within agreed response times and escalating where necessary with a clear technical handover
• Recording all actions and findings accurately within our CRM, ERP and support systems
• Supporting customer onboarding and technical training
• Creating and improving internal knowledge-base articles and customer-facing help content
• Identifying recurring issues and feeding back to our product and development teams, * Work across the full product ecosystem - cloud software, mobile applications, connected devices and access control - rather than supporting just one part of a system
• Take meaningful ownership of customer issues from an early stage and work directly with the engineers and developers building the products
• Join a small, capable team in a growing UK technology company where your ideas and feedback make a genuine difference

Company Benefits:

• 25 days annual leave plus bank holidays
• Workplace pension
• Private health insurance
• Regular product and technical training and personal development opportunities
• Modern equipment and a bright, well-equipped serviced office in Hemel Hempstead

• 1-3 years of experience in a customer-facing support, technical support or service-desk role
• Experience providing support by telephone and email for software, SaaS, hardware or another technical product
• A methodical approach to investigating and troubleshooting issues
• Excellent written and verbal communication skills, including the ability to explain technical information clearly to non-technical users
• Strong organisational skills, attention to detail and the ability to manage multiple open issues simultaneously

• A curious mindset, a genuine interest in how products work and the confidence to take ownership of assigned issues Desirable.

• Experience using help-desk or ticketing platforms such as Zendesk, Freshdesk, Odoo or Jira
• Exposure to IoT products, connected devices, mobile application support or 4G/network connectivity troubleshooting
• Experience within door entry, access control, CCTV, security systems or building technology
• Experience writing customer-facing instructions, knowledge-base articles or help content You do not need to meet every desirable requirement. Candidates who demonstrate strong problem-solving skills, clear communication and a genuine ownership mindset are encouraged to apply.

They are a growing UK technology company specialising in smart door entry, cloud-based access control and digital communication systems. Their solutions are used by housing providers, local authorities, property managers and security contractors across the UK, enabling organisations to remotely manage building access, resident information and connected devices through a secure cloud platform.

Their product range includes IPGUARD 4G/GSM wireless video door entry, EasyConnect cloud-managed access control, IPKEYSAFE remote key management, anti-clone MIFARE access control and IPNOTICEBOARD digital screens. IPGUARD is Secured by Design accredited and allows residents to receive visitor calls through smartphones and tablets without cabling to individual flats., To be the leading recruitment provider in our market. To provide unrivalled, fair and unbiased career advice that is of benefit to our candidates, whilst providing a personal, honest and professional recruitment experience to our clients. We achieve these results through our highly experienced, passionate and ethical team.