At a Glance
- Tasks: Provide technical support and training to customers in the IoT sector.
- Company: Join a high-growth IIoT company with a collaborative culture.
- Benefits: Enjoy hybrid working, private medical care, and flexible leave options.
- Other info: Dynamic environment with potential for career advancement and skill development.
- Why this job: Kickstart your career with hands-on experience and growth opportunities.
- Qualifications: Diploma or degree in Electronics and 1-3 years in a customer-facing role.
Mobiltex is an IIoT and software company delivering remote monitoring and software solutions that help maintain pipeline health for industries delivering critical services. Their solutions target real-time corrosion prevention, gas pressure management and water network optimisation, primarily serving midstream and downstream energy operators and water utilities.
Mobiltex is a high-growth company in an active phase of product and organisational scaling, with potential for Mergers and Acquisitions, as well as a growing international footprint. This is an environment that rewards people who can build structure where it doesn’t yet exist and drive commercial output as the organisation scales.
The Role
As a Technical Support Specialist, you’ll provide technical support, onboarding and training to customers while working closely with Service, Engineering, Sales and Product teams. The role combines hands-on technical expertise with customer engagement to support the successful deployment, adoption and ongoing performance of IoT solutions across the energy and water sectors.
This is an early-career role within the support team, reporting to the Support Manager. You’ll have the opportunity to build your technical and troubleshooting expertise and develop towards a senior support or implementation role over time. Your first three months will be office-based, allowing you to gain hands-on experience with the hardware and learn alongside the team. After this, the role will move to a hybrid working pattern combining office and home working. The role also involves occasional customer site visits for product training and on-site diagnosis.
Key Responsibilities
- Client Onboarding & Technical Enablement
- Onboard clients from initial deployment through to operational readiness, setting them up for long-term success.
- Deliver structured training for clients, distributors and end users on IoT hardware deployment and setup, software platforms such as CorView and iCPSM, and data interpretation and operational best practices.
- Technical Support & Issue Resolution
- Provide technical support across hardware, firmware and software environments.
- Act as an escalation point for complex or high-impact issues.
- Diagnose problems methodically and identify root causes, workarounds and solutions.
- Manage support tickets with a focus on responsiveness, clarity and resolution quality.
- Communicate clearly with customers, translating technical issues into understandable terms.
- Customer Success & Operational Impact
- Drive measurable customer satisfaction across every interaction, from first response to confirmed resolution.
- Act as a trusted advisor to customers, not just a support function.
- Proactively identify opportunities to improve performance, system utilisation and data quality.
- Advise customers on best practices for deployment, monitoring and maintenance.
- Support key accounts with deeper technical engagement where required.
- Diagnostics, Testing & Repair Support
- Perform occasional diagnostics and repair work for complex or escalated cases, as needed.
- Collaborate with Product and Bench Technologists on failure analysis and repair quality.
- Support product return and repair (RMA) workflows and document technical findings.
- Cross-Functional Collaboration
- Provide structured feedback to Engineering and Product on recurring issues, feature gaps and customer pain points to support continuous improvement of product reliability and usability.
- Help drive success and growth for new and long-term customers by sharing information with Sales and partnering with Account Management as customer needs change.
- Work closely with Service Administration to ensure smooth coordination of repair workflows.
- Grow and improve Mobiltex Education by sharing customer education gaps and learning needs with Trainers and Technical Content Creators.
- Documentation & Process Improvement
- Develop and maintain technical documentation, including troubleshooting guides, support materials, knowledge base articles and training materials, using standards set by Trainers and Technical Content Creators.
- Identify internal and customer-facing process inefficiencies and lead or participate in initiatives to improve support delivery and the customer experience.
- Communication & AI Tools
- Use phones, emails and case ticketing systems to communicate with customers and track resolutions and bug defects internally.
- Attend customer sites occasionally for training on new products and on-site diagnosis.
- Use AI tools to draft case responses, summarise ticket threads, search the knowledge base and cases for similar issues, and generate first-draft articles for peer review and publishing.
Requirements
Essential
- Diploma or degree in Electronics or Electrical Engineering Technology, or an equivalent Higher National Certificate (HNC), Higher National Diploma (HND) or foundation degree.
- 1–3 years of experience in a customer-facing technical role, such as support or customer success.
- Technical expertise in electronics diagnostics, testing and repair.
- Excellent communication skills with the ability to simplify complex technical concepts.
- Strong problem-solving and analytical thinking abilities.
- Experience with support ticketing systems and remote diagnostic tools.
- Knowledge of electrostatic discharge (ESD) and electronics handling procedures.
- Willingness to travel occasionally to customer sites.
- Right to work in the UK.
Desirable
- Experience in the cathodic protection industry.
What’s In It For You
- Hybrid working, combining office and home working from the Newport office.
- Private medical care after probation.
- Enhanced company sick pay.
- Flexible annual leave, including the option to carry forward up to 5 days.
- Up to 5 additional personal leave days after probation.
- Eye test and glasses contribution.
- Annual wellness allowance after probation.
- Company pension scheme, including enhanced contributions.
- Hands-on learning and training alongside the team during the first three months.
- Opportunity to develop deep product and troubleshooting expertise.
- Potential to grow into a senior support or implementation role over time.
What’s next? It’s easy! Click “APPLY” now! We can’t wait to hear from you! Your data will be handled in line with GDPR.
Technical Support Specialist employer: Mobiltex
Mobiltex is an exceptional employer located in Newport, Wales, offering a dynamic hybrid working environment that fosters both personal and professional growth. With a strong focus on employee development, you will have the opportunity to enhance your technical skills and advance into senior roles while enjoying benefits such as private medical care, flexible leave options, and a supportive work culture that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mobiltex. 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 Mobiltex 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 Specialist
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 Mobiltex:Your cover letter is your chance to shine! Tell us why you want to work at Mobiltex 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 Mobiltex!
How to prepare for a job interview at Mobiltex
✨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.
