At a Glance
- Tasks: Provide first-line technical support for Keeler's products and software.
- Company: Join a leading eyecare company with over a century of expertise.
- Benefits: Competitive salary, performance bonuses, pension scheme, and career development opportunities.
- Other info: Dynamic team environment with structured training and mentoring.
- Why this job: Kickstart your career in tech support while making a real difference in healthcare.
- Qualifications: Curiosity, strong communication skills, and a willingness to learn are essential.
The predicted salary is between 31500 - 38500 £ per year.
As a global market leader in the world of eyecare, Keeler’s dynamic business creates an exciting opportunity for career development. We are a vibrant, future-facing organisation, with over a century of industry expertise. The highly-trusted Keeler brand supports our consistent revenue growth. We actively foster a diverse, inclusive work environment and continuously seek to drive sustainability across our organisation. Keeler is a part of Halma, a global group of life-saving technology companies focused on growing a safer, cleaner, healthier future for everyone, every day. Employing over 7,000 people in more than 20 countries, Halma has major operations in the UK, mainland Europe, the USA and Asia Pacific.
About the Role
Reporting to the Technical Services Manager, the Technical Support Associate – Products & Software provides first-line technical support for enquiries submitted via the ticketing system, covering Keeler’s product range and associated software, including Keeler Konnect, Accutome Connect, Kapture and Kinexis. This role is designed for a recent graduate or early-career candidate who has demonstrable technical aptitude and willingness to learn. The successful candidate will have curiosity, strong communication skills, problem-solving ability and a customer-focused approach. Full training and mentoring will be provided to develop product knowledge, software support skills and confidence in supporting both internal and external customers.
The role involves assisting with the investigation, resolution and documentation of technical issues related to product functionality, operations, parts and software, while supporting a positive customer experience.
Key Responsibilities
- Act as a first point of contact for technical enquiries via ticketing system, email, telephone and video, with support from senior team members where required.
- Assist customers and colleagues with Keeler product and software-related enquiries in a professional and customer-focused manner.
- Support troubleshooting, software installation and operational guidance for Keeler products and associated software under guidance.
- Use remote support tools, such as TeamViewer, to assist customers with software installation, configuration and basic troubleshooting.
- Register, classify and track enquiries and product returns in the ERP system, ensuring accurate and timely updates.
- Liaise with customers throughout the service ticket lifecycle, providing clear updates and escalating when appropriate.
- Escalate complex or specialist technical issues to Subject Matter Experts (SMEs) or senior technical colleagues as needed.
- Maintain accurate records of enquiries, actions taken and resolutions to support quality, traceability and continuous improvement.
- Contribute to knowledge base documentation, FAQs and process improvement activities.
- Complete administrative tasks promptly and accurately.
- Assist in creating educational material for customers, such as technical how-to guides, tutorial videos and training content for Keeler educational platforms including Keeler EyeQ Education Hub, LMS and Freshdesk knowledge base.
- Support customer training activities where required, initially by assisting senior colleagues and developing confidence over time.
About You
We are looking for someone with demonstrable technical aptitude and willingness to learn, rather than requiring extensive previous experience. The successful candidate will be curious, organised, customer-focused and keen to build a career in technical support within a medical device environment.
Essential Skills and Attributes
- Strong technical aptitude and genuine interest in technology, software applications and problem-solving.
- Curiosity and enthusiasm for learning new products, systems and technical processes.
- Excellent written and verbal communication skills, with the ability to explain technical information clearly to technical and non-technical audiences.
- A logical and methodical approach to troubleshooting, with good attention to detail.
- Customer-focused mindset, with patience, professionalism and a desire to provide a positive support experience.
- Strong work ethic, reliability and ability to prioritise workload with guidance.
- Ability to work both independently and as part of a collaborative team.
- Proactive approach to learning, asking questions and improving knowledge over time.
- Comfortable using Microsoft Office applications and learning business systems such as ERP, ticketing and knowledge base platforms.
Desirable Skills and Experience
- Degree, HND, apprenticeship or equivalent qualification in Engineering, Biomedical Engineering, Computer Science, Information Technology, Electronics, Medical Technology or a related technical discipline.
- Previous experience in a customer-facing, IT support, retail technology, service desk or technical support environment.
- Basic understanding of computer hardware, software installation, networking concepts or remote support tools.
- Familiarity with TeamViewer or similar remote support platforms.
- Experience using ticketing, CRM, ERP or knowledge base systems.
- Interest in video editing, tutorial creation or educational content would be beneficial.
- Awareness of medical devices, healthcare technology or regulated environments would be advantageous.
What We Offer You
- Competitive remuneration package including base salary, performance-related bonus structure, pension scheme and other associated benefits.
- The potential to work in a collaborative work environment within Keeler and the Halma Group.
- Career development opportunities within Keeler and the Halma Group.
- Structured product, software and support process training.
- Mentoring and development towards future technical support or product specialist roles.
Role Location and Working Arrangements
The role is based in Windsor.
Join us in creating and delivering life-changing products and solutions that impact millions of people around the world, helping our customers bring an end to preventable vision loss.
Technical Support Associate employer: Halma
Halma in Havant is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a B2B Product Manager to thrive. With benefits like flexible working hours, a rewarding bonus scheme, and a supportive pension plan, employees are encouraged to grow both personally and professionally while contributing to meaningful projects that enhance safety and efficiency across industries.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Halma. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Halma before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Halma:Your cover letter is your chance to shine! Tell us why you want to work at Halma specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Halma!
How to prepare for a job interview at Halma
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
