Customer Support Specialist

Focal Systems

Customer Support Specialist addressing customer inquiries and resolving issues using Zendesk. Seeking experience in troubleshooting and strong communication skills for UK and Portugal remote work.

Posted 7/8/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-Level💰 £30,000 - £36,000 per yearWebsite

About the role

Key responsibilities & impact

Triage and resolve customer requests via Zendesk and internal tools
Investigate time-sensitive issues using data to confirm root cause before escalating
Build deep working knowledge of Focal's systems well enough to diagnose issues independently
Communicate clearly with both technical and non-technical stakeholders, in writing and verbally

Requirements

What you’ll need

2+ years remote customer support/troubleshooting experience
Strong written English (formal and casual)
Comfortable reading data/logs to validate an issue before routing it
Experience with Zendesk, Jira, or similar ticketing/tracking tools
Resilient in a fast-changing, unstructured environment; can prioritize independently

Benefits

Comp & perks

Competitive Salary
Generous Paid Time Off
Pension
Sick Leave
Parental Leave
Learning and Development Budget

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SupportTroubleshootingData AnalysisIssue Validation

Soft Skills

Clear CommunicationResiliencePrioritization