Ideagen

Technical Support Advisor

Ideagen

full-time

Posted on:

Location Type: Hybrid

Location: Edinburgh • United Kingdom

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Tech Stack

Cloud

About the role

  • Acting as the primary customer contact and managing support requests through triage, prioritisation, and timely resolution.
  • Providing technical guidance across Ideagen Reactec and third‑party monitoring solutions.
  • Offering customer training and support through phone, email, and video channels.
  • Diagnosing and repairing HAVwear and R-Link devices.
  • Escalating complex or high-impact technical issues and assisting with continuous improvement initiatives.
  • Maintaining accurate records within the support ticketing system.

Requirements

  • Strong technical troubleshooting skills with experience supporting both hardware and software systems
  • Clear and confident communication skills with a focus on delivering a positive customer experience
  • Comfortable engaging with a wide range of users, including frontline workers and senior management
  • Able to manage competing priorities and maintain productivity in a fast‑paced support environment
  • Familiarity with CRM and ticketing tools (Salesforce/Service Cloud experience is beneficial)
Benefits
  • Hybrid working pattern (three days per week in office)
  • Motivated and customer-focused environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootinghardware supportsoftware supportdiagnosing devicesrepairing devices
Soft Skills
clear communicationconfident communicationcustomer experience focusengaging with usersmanaging prioritiesmaintaining productivity