Software Support Specialist | UK Client | Onsite

• Act as the first point of contact for customer support enquiries via email and live chat
  
• Provide clear professional and empathetic responses to customer questions and issues
  
• Diagnose and troubleshoot software-related issues using documented processes
  
• Guide customers step-by-step through solutions ensuring clarity and confidence
  
• Escalate unresolved or complex issues to engineering or product teams with full context
  

• Upload update and maintain customer device and configuration data within the software platform
  
• Perform routine administrative tasks related to system setup user access and data accuracy
  
• Support internal teams by ensuring platform information is up to date and correctly recorded
  
• Carry out basic system checks and validation tasks as part of ongoing operations
  

• Develop a strong working understanding of the UCool remote monitoring platform including dashboards alerts user workflows and device data
  
• Answer how-to and best-practice questions confidently using product knowledge and documentation
  
• Stay up to date with product updates and changes that may impact customers
  

• Accurately log categorise and prioritise support tickets
  
• Identify recurring issues or potential software bugs
  
• Document bugs clearly including steps to reproduce screenshots and relevant data
  
• Work closely with engineering teams to support investigation and resolution
  

• Contribute to the creation and maintenance of internal documentation and customer-facing knowledge base articles
  
• Provide structured feedback from customers to product and development teams
  
• Support continuous improvement of support processes and materials
  

• Monitor and respond to incoming support tickets within agreed response times
  
• Update internal trackers ticketing systems or CRM tools with case progress
  
• Upload and validate data within the software platform
  
• Follow troubleshooting guides to resolve common issues independently
  
• Communicate clearly with customers regarding issue status and next steps
  
• Prepare brief summaries of common issues trends or customer feedback
  

Requirements

• 24 years experience in a software support technical support or SaaS operations role
  
• Experience supporting customers via email and live chat
  
• Strong administrative skills with excellent attention to detail
  
• Confident working with web-based platforms dashboards and online systems
  
• Ability to troubleshoot systematically and follow documented processes
  
• Excellent written English with a professional and customer-friendly tone
  
• Comfortable working independently in a fully remote role
  

• Experience supporting IoT monitoring or hardware-enabled software platforms
  
• Familiarity with support tools such as SalesForce Jira Zendesk or similar
  
• Experience maintaining or contributing to knowledge bases or FAQs
  
• Exposure to regulated environments such as healthcare laboratories or life sciences
  

• Fully remote position
  
• Expected to work core hours aligned with UK business hours
  
• Clear performance expectations around response times ticket quality and data accuracy
  
• Training and onboarding provided with an expectation of proactive self-directed learning
  

Benefits

• HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  
• Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party Family Day Team Building and more!