Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch technical support and guidance to customers using innovative monitoring solutions.
- Company: Join Ideagen, a global leader in safety and technology solutions.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team with a focus on work-life balance.
- Why this job: Make a real difference by helping users maximise their tech experience.
- Qualifications: Strong troubleshooting skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
Ideagen Reactec based in Edinburgh is looking for a motivated and customer-focused Technical Support Advisor to join our dedicated Customer Support team. In this role, you will act as the first point of contact for users seeking assistance with our HAV, noise, dust, and cloud-based monitoring solutions. You will be responsible for providing technical guidance, supporting product use, and ensuring customers gain maximum value from the technology.
This position involves delivering clear communication, solving technical problems, and helping customers build confidence with their devices and software. You'll play a key part in maintaining high service standards and contributing to an efficient, supportive, and knowledgeable customer experience.
Responsibilities- 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.
- 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.
About Ideagen: Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
We're building a future‐ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you'll thrive at Ideagen!
If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps. To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence. At Ideagen, we value the importance of work‐life balance and welcome candidates seeking flexible arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!
Customer Support Advisor in Edinburgh employer: Ideagen
Contact Detail:
Ideagen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor in Edinburgh
✨Tip Number 1
Get to know the company inside out! Research Ideagen Reactec and their products, especially the HAVwear and R-Link solutions. This will help you speak confidently about how you can contribute to their customer support team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being clear and confident is key. Try role-playing common customer scenarios with a friend to sharpen your problem-solving and communication abilities.
✨Tip Number 3
Show off your tech skills! Brush up on your troubleshooting techniques for both hardware and software. Being able to demonstrate your technical knowledge during interviews will set you apart from other candidates.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Ideagen Reactec. Don’t forget to follow up if you haven’t heard back!
We think you need these skills to ace Customer Support Advisor in Edinburgh
Some tips for your application 🫡
Show Your Customer Focus: When writing your application, make sure to highlight your customer service experience. We want to see how you've gone above and beyond to help customers in the past, so share specific examples that showcase your skills!
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showing off your personality.
Tailor Your Application: Make sure to tailor your application to the role of Customer Support Advisor. Mention relevant skills and experiences that align with the job description. We love seeing candidates who take the time to connect their background to what we do!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at Ideagen
✨Know the Product Inside Out
Before your interview, make sure you understand Ideagen Reactec's products, especially HAVwear and R-Link. Familiarise yourself with their features and common issues users might face. This will help you demonstrate your technical knowledge and show that you're genuinely interested in helping customers.
✨Practice Clear Communication
As a Customer Support Advisor, clear communication is key. Practice explaining technical concepts in simple terms. You could even role-play with a friend or family member to get comfortable. This will help you convey information effectively during the interview and showcase your ability to connect with users.
✨Showcase Your Problem-Solving Skills
Think of examples from your past experiences where you've successfully solved technical problems or helped customers. Be ready to discuss these scenarios in your interview. Highlighting your troubleshooting skills will demonstrate your capability to handle the challenges of the role.
✨Ask Insightful Questions
Prepare some thoughtful questions about the team dynamics, support processes, or how they measure customer satisfaction. This shows your enthusiasm for the role and helps you gauge if the company culture aligns with your values. Plus, it gives you a chance to engage with the interviewers on a deeper level.