Digital Technical Support Specialist

CooperCompanies

Digital Technical Support Specialist at CooperSurgical managing customer support demands and troubleshooting in a professional manner. Providing Tier 1 and Tier 2 support for software issues across global operations.

Posted 7/23/2026full-timeCrawley • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in enterprise software support and SaaS operations, with a strong focus on customer service excellence and effective communication. Proficient in troubleshooting complex software and IT infrastructure, while actively contributing to knowledge sharing and continuous improvement initiatives.

Highest-signal resume keywords

Enterprise Software SupportSaaS OperationsCRM/Ticketing SystemsCloud Platform SupportCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Complex SoftwareClient/Server Software SupportNetworked EnvironmentsDatabase SupportMicrosoft SQL ServerPostgreSQLMicrosoft ServerVMWareAzureAWS

Soft Skills

Collaboration SkillsVerbal CommunicationWritten CommunicationInterpersonal CommunicationProblem-Solving Ability

Tools & Technologies

D365ServiceNowMonitoring ToolsBI PlatformsDevOps Workflows

Industry Keywords

Healthcare IT SystemsGlobal Customer Service SupportContinuous Service ImprovementNew Product IntroductionKnowledge Sharing

Tech Stack

Tools & technologies

AWSAzureCloudMS SQL ServerPostgresServiceNowSQLVMware

About the role

Key responsibilities & impact

Perform Tier 1 customer support responsibilities for software products ensuring all multi-channel inbound customer support demands are started and progressed in a timely manner, meeting or exceeding SLAs.
Perform Tier 2 customer support responsibilities including enhanced troubleshooting and escalation management collaborating with Tier 3 teams as appropriate for timely resolution aligned with severity prioritization.
Communicate effectively with customers through various channels (email, phone, chat) to understand their issues, provide updates on issue resolution progress, and ensure a positive customer service experience.
Document all support actions and interactions in a clear and concise manner in the global CRM.
Represent the voice of the customer into the organization to highlight product and process improvement opportunities.
Ensure all activities follow established quality processes, contributing to continuous service improvement.
Contribute actively to global platforms for sharing knowledge and best practices by documenting common issues, troubleshooting steps, and solutions to enhance self-service resources and assist Tier 1 support representatives.
Provide training and guidance to Tier 1 support staff by sharing expertise, conducting regular knowledge-sharing sessions, and assisting in the development of training materials.
Participate in the incident response team for major outages or incidents, contributing to the resolution process and post-mortem analysis to prevent future occurrences.
Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
Perform additional related duties as assigned.

Requirements

What you’ll need

Expertise in enterprise software support, SaaS operations, and/or healthcare IT systems.
Strong collaboration skills, with the ability to work effectively across all cultures and organizational dimensions.
Proficiency with CRM/ticketing systems (e.g. D365 and ServiceNow), monitoring tools, BI platforms, and DevOps workflows.
Demonstrates a continuous learning mindset and commitment to professional development.
Excellent verbal, written, and interpersonal communication skills.
Resourcefulness and problem-solving ability, able to identify a wide range of simple and complex solutions.
Fluent in English, additional language(s) required. (Preferably French, Italian, German and/or Spanish)
Minimum of 5 years’ experience providing global customer service support with proven record of delivering high customer satisfaction.
Strong experience supporting cloud platforms (e.g. Azure and AWS).
Hands-on experience troubleshooting complex client/server software and networked environments.
Experience supporting databases including Microsoft SQL Server and PostgreSQL.
Experience supporting physical and virtual IT infrastructure, such as Microsoft Server, VMWare.
Understanding of CRM systems (Dynamics 365 experience is a benefit).

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account CooperCompanies Website LinkedIn All Job Openings 10,000+ employees Founded 1978 ⚕️ Healthcare Insurance 🧬 Biotechnology ☁️ SaaS 💰 Post-IPO Equity on 2021-12 Healthcare Insurance
Biotechnology
SaaS CooperCompanies is a global, consumer-centric medical device company that supports how people want to live at every stage of life. The company is dedicated to improving lives by listening closely to healthcare providers and patients to fulfill the needs of today while focusing on the opportunities of tomorrow through innovation and strategic investment. Their prominent divisions, CooperVision and CooperSurgical, are committed to addressing issues such as myopia in children and supporting families struggling with infertility. CooperCompanies actively engages in sustainable practices and seeks to elevate standards of care with a strong focus on social and environmental impact. Digital Technical Support Specialist Job not on LinkedIn 🔥 1 hour ago 🏢 Crawley – Onsite ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer AWS Azure Cloud MS SQL Server Postgres ServiceNow SQL VMware Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Perform Tier 1 customer support responsibilities for software products ensuring all multi-channel inbound customer support demands are started and progressed in a timely manner, meeting or exceeding SLAs.
Perform Tier 2 customer support responsibilities including enhanced troubleshooting and escalation management collaborating with Tier 3 teams as appropriate for timely resolution aligned with severity prioritization.
Communicate effectively with customers through various channels (email, phone, chat) to understand their issues, provide updates on issue resolution progress, and ensure a positive customer service experience.
Document all support actions and interactions in a clear and concise manner in the global CRM.
Represent the voice of the customer into the organization to highlight product and process improvement opportunities.
Ensure all activities follow established quality processes, contributing to continuous service improvement.
Contribute actively to global platforms for sharing knowledge and best practices by documenting common issues, troubleshooting steps, and solutions to enhance self-service resources and assist Tier 1 support representatives.
Provide training and guidance to Tier 1 support staff by sharing expertise, conducting regular knowledge-sharing sessions, and assisting in the development of training materials.
Participate in the incident response team for major outages or incidents, contributing to the resolution process and post-mortem analysis to prevent future occurrences.
Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
Perform additional related duties as assigned. 🎯 Requirements
Expertise in enterprise software support, SaaS operations, and/or healthcare IT systems.
Strong collaboration skills, with the ability to work effectively across all cultures and organizational dimensions.
Proficiency with CRM/ticketing systems (e.g. D365 and ServiceNow), monitoring tools, BI platforms, and DevOps workflows.
Demonstrates a continuous learning mindset and commitment to professional development.
Excellent verbal, written, and interpersonal communication skills.
Resourcefulness and problem-solving ability, able to identify a wide range of simple and complex solutions.
Fluent in English, additional language(s) required. (Preferably French, Italian, German and/or Spanish)
Minimum of 5 years’ experience providing global customer service support with proven record of delivering high customer satisfaction.
Strong experience supporting cloud platforms (e.g. Azure and AWS).
Hands-on experience troubleshooting complex client/server software and networked environments.
Experience supporting databases including Microsoft SQL Server and PostgreSQL.
Experience supporting physical and virtual IT infrastructure, such as Microsoft Server, VMWare.
Understanding of CRM systems (Dynamics 365 experience is a benefit). Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs