Customer Support Advisor
Ideagen
full-time
Posted on:
Location Type: Hybrid
Location: Edinburgh • United Kingdom
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Tech Stack
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, including HAVwear, R-Link, and noise/dust monitoring equipment.
- Offering customer training and support through phone, email, and video channels.
- Diagnosing and repairing HAVwear and R-Link devices, and coordinating warranty or supplier returns for third‑party equipment.
- Escalating complex or high-impact technical issues and assisting with continuous improvement initiatives.
- Representing Ideagen Reactec with a professional and service‑driven approach at all times.
- Promoting customer self‑service options, including FAQs, user guides, and online resources within the Customer Zone.
- Maintaining accurate records within the support ticketing system (Salesforce/Service Cloud) and contributing to process development.
- Supporting internal knowledge sharing by contributing to documentation and team training.
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).
- An interest in helping users get the most from their technology and a proactive approach to improving service quality.
Benefits
- Benefits & Rewards
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical troubleshootingdiagnosing devicesrepairing devicessupporting hardware systemssupporting software systems
Soft Skills
clear communicationconfident communicationcustomer experience focusengaging with usersmanaging competing prioritiesmaintaining productivityproactive service improvement