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- Tasks: Provide technical support and guidance to customers using innovative monitoring solutions.
- Company: Join Ideagen, a global leader in safety and technology.
- Benefits: Enjoy hybrid work, competitive salary, and flexible arrangements.
- Why this job: Make a real impact by helping users maximise their tech experience.
- Qualifications: Strong troubleshooting skills and a passion for customer service.
- Other info: Be part of a future-ready team embracing AI and innovation.
The predicted salary is between 30000 - 42000 £ per year.
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.
Skills And Experience:
- 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!
What is next?
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!
Technical Support Advisor employer: Ideagen
Contact Detail:
Ideagen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Ideagen and Reactec. Understand their products and values so you can show how you fit into their mission. This will help you stand out as a candidate who genuinely cares.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about providing technical support, brush up on your problem-solving techniques. Think of common issues users might face with HAVwear or R-Link devices and how you would resolve them.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and confident in your responses. Remember, you’ll be the first point of contact for customers, so demonstrating your ability to communicate effectively is key.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team or the role. This shows your interest and helps you determine if it’s the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Technical Support Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Advisor role. Highlight your technical troubleshooting skills and any relevant experience with hardware and software systems. We want to see how you can bring value to our team!
Show Off Your Communication Skills: Since this role involves clear communication with customers, it’s essential to demonstrate your ability to convey technical information in an easy-to-understand way. Use examples from your past experiences where you’ve successfully helped users or resolved issues.
Be Proactive: We love candidates who take initiative! Mention any instances where you’ve gone above and beyond to improve service quality or customer satisfaction. This shows us that you’re not just about solving problems but also about enhancing the overall experience.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into the process smoothly. Plus, it shows you’re keen on joining our team at Ideagen!
How to prepare for a job interview at Ideagen
✨Know Your Tech
Familiarise yourself with the specific products you'll be supporting, like HAVwear and R-Link. Understanding their features and common issues will help you answer questions confidently and demonstrate your technical troubleshooting skills.
✨Practice Clear Communication
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. You might want to role-play with a friend or family member to ensure you can communicate effectively with users of all backgrounds.
✨Show Your Problem-Solving Skills
Prepare examples of how you've successfully resolved technical issues in the past. Think about times when you had to triage support requests or manage competing priorities, as these experiences will showcase your ability to thrive in a fast-paced environment.
✨Engage with the Company Culture
Research Ideagen's values and mission. Be ready to discuss how your personal values align with theirs, especially regarding customer service and continuous improvement. Showing that you're a good cultural fit can set you apart from other candidates.